Service Delivery Coordinator

Service Delivery Coordinator

CMA CGM | ABOUT US

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.

MAIN JOB PURPOSE

Service Delivery is instrumental in ensuring that customer requests are efficiently solved to improve the customer experience.

MAIN RESPONSIBILITIES

1. Deploy CMA-CGM group standard Processes & tools.
2. Applying to Documentation regulations.
3. Oversight of activities relating to Import Releases, Deliveries and Invoicing, whilst handling queries and proactively managing disputes that may arise.

Reporting

1. Regular reporting on performance to Management, in line with agreed KPI’s.
2. Analysis of service delivery data and production of 'on-demand' performance reports required.

Functions:

1. Deliver excellent incident (case) management as per agreed Service Level commitments.
2. Monitoring team performance against agreed KPI's, ensuring KPI's are met consistently.
3. Conduct regular reviews with internal departments (e.g. Shared Service Centre, Sales, Lines, Finance,…) to deliver any improvement, address any risks that may be identified and improve resolution timescales.
4. Effective management and, where necessary, escalation of unresolved customer technical problems.
5. Motivate and develop colleagues to provide the best service to all stakeholders.

Work Relationships

1. CMA CGM Global Business Services (GBS)
2. CCAM Global Customer Care Account Manager
3. GKAM Global Key Account Manager
4. CMA CGM Group Regional Customer Care Manager

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

1. Working knowledge of the Shipping industry would be a big advantage, but is not essential.
2. Demonstrable experience in a Customer Service / Service Delivery environment (within the shipping industry would be advantageous, but is not essential).
3. Commitment in delivering the best possible Customer Experience.
4. Excellent organisational skills, with the ability to prioritise work effectively and manage time efficiently in a fast-paced working environment.
5. Great communication skills, with ability to build effective working relationships at all levels, both internally and externally.
6. Strong analytical & reporting skills, with experience of analysing and preparing data and reports for a variety of audiences including senior management.
7. Strong change management skills with influence and negotiation capabilities.
8. Excellent presentation, communication, interpersonal and decision-making skills.
9. Excellent stakeholder management, able to work transversally.
10. Ability to manage large scale change, leading by example and supporting colleagues through the same.
11. Comfortable with complex, impactful decision-making.
12. Strong communicator, able to adapt easily according to the audience and can easily explain the why.
13. Creativity in problem solving.
14. Previous experience in Salesforce platform (Desirable).

WHAT DO WE OFFER?

Not only do we offer a competitive salary, we also offer a generous benefits package including:

1. 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave.
2. Discretionary annual bonus.
3. Enhanced pension scheme up to 15% total contribution.
4. Life assurance x4.
5. Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter.
6. Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme.
7. Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille.
8. Hybrid Working.
9. Cycle to work scheme/ Season ticket loans.
10. Enhanced policies including Maternity & Paternity.
11. Employee recognition awards.
12. Considerable scope for personal and professional growth through the CMA CGM Academy.

CMA CGM Group is proud to define itself as a family business built on strong human values.

Exemplarity

Imagination

Boldness

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities!

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