Customer Service Account officer

Location:

Dubai, AE

Customer Service Account Officer

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.

The Role:

By having a 360° Global Vision at Ultimate Owner level, the Customer Service Account Officer ensures the Customer KPIs are matching our Service Level in every country. Will nurture the Customer relationship to reach loyalty and satisfaction.

Tasks & Responsibilities

1. Tender coordination and follow up in close collaboration with Global Key Account Manager.
2. Provide Customer care escalation matrix and ensure updated version is available during contract life.
3. Customer Performance follow up.
4. Implement standard operational Quarterly Business Review (QBR) and Monthly Business Review (MBR) with customers (following group standards).
5. Market advisory, organize crisis meeting with Management and impacted stakeholders.
6. Customer Communication: Communicate major market issues to customer operational network, Customer training on shipping specificities and group processes.
7. Ensure Ultimate Owner is fully engaged on Voice of Customer (VOC) initiatives with local partners (in collaboration with Local Premium Desk officers).
8. Act as internal advocate for your portfolio by ensuring Continuous Improvement Plan is defined and followed up globally (in collaboration with Focal Point).
9. Propose Value Added Services (VAS) and answer specific customer requirements (Specific KPI, dedicated SOP/Working procedure).
10. Escalate recurring issues to Strategic Accounts Head of Customer Care Account Manager.
11. Regular reporting on the assigned portfolio to the Head of Customer Care Account Manager.
12. Meetings with Customers: Implement weekly operational meetings (also customer visits when necessary) with customers to review current service levels, pending cases, customer pain points, proactive solutioning, etc.

Knowledge, Work Experience, Skills & Competencies

1. Strong knowledge in the Shipping Industry (minimum 5 years of experience).
2. 5+ years as an Account Manager.
3. Commitment to delivering the best Customer Experience.
4. Great customer-facing skills with ability to build and nurture relationships.
5. Analytical & Reporting aptitude (Data, Qliksense).
6. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management).
7. Understand CMA CGM group organization, processes & tools.
8. Basic proficiency with MS Office.