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Customer Care Account Manager
vor 4 Monaten
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
You can find more information on:
For our office in Hamburg, Bremen, Düsseldorf, Frankfurt/Main, München, Bratislava, Basel, Vienna or Prague we are recruiting a: Customer Care Account Manager (f/m/d)
Your responsibilities:
- Customer Performance follow up:
- Implement standard operational QBR and MBR with customers (following group standards)
- Market advisory, organize crisis meeting with Management and impacted stakeholders
- Customer Communication: Communicate major market issues to customer operational network, Customer training Shipping specificities and group process...
- Ensure Customer is fully engaged on VoC initiatives with local partners (in collaboration with Local Premium Desk officers)
- Act as internal advocate for your portfolio by ensuring Continuous Improvement Plan is defined and follow up locally (in collaboration with Focal Points and Regional Office Strategic Accounts Customer Care Manager)
- Propose Value Added Services (VAS) and answer specific customers requirements (Specific KPI, dedicated SOP/Working procedure,... )
- Escalate recurring issues to Strategic accounts head of CCAM.
- Regular reporting on the assigned portfolio to the head of CCAM.
- Meetings with Customers, to review current service levels, pending cases, customer pain points, proactive solutioning, etc.
- High level of escalation for severe service issues (Final operational entry point) Support customer only in major operational issues (Strictly respect the customer communicated escalation matrix)
- Tender coordination from an operational requirement perspective to ensure operational feasibility of the offers to customer and follow up in close collaboration with GKAM during the whole contract life cycle;
- Complete tender SOP with operational information: booking & document processes, invoicing process, local agent contact matrix, and other best practices
- Organize tender implementation, Customer on boarding, and take the lead on meeting between local agent and customer
- Communicate tender SOP within the network and publish on Share point and ensure updated version is published
- Provide Customer care escalation matrix and ensure updated version is available during contract life
You bring aboard:
- Strong knowledge in Shipping Industry (minimum 5 years of experience)
- 3+ years as an Account Manager (f/m/d) managing customer relationship or Senior Customer Service Officer (f/m/d)
- Very good German and English, written and spoken
- Commitment in delivering the best Customer Experience
- Great customer facing skills with ability to build and nurture relationships
- Analytical & Reporting aptitude (Data, Qliksense)
- Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
- Understand CMA CGM group organization, processes & Tools
- Basic proficiency with MS Office
You can expect:
- An attractive office in the heart of Hamburg
- A position in a global organisation where you are challenged with interesting and diverse tasks
- As part of the CMA CGM Group, a leading worldwide shipping group, and due to our size, business diversity and European network access to a vast range of opportunities for promotion and career development
- Employer's contribution to public transport (HVV-ProfiTicket)
- Luncheon vouchers (Pluxee)
Are you interested?
Then we look forward to receiving your complete application documents, stating your salary requirements and earliest possible starting date.
Come along on CMA CGM's adventure
