Customer Care Account Manager

CMA CGM•Norfolk, VA

6d•Remote

About The Position

The Customer Care Account Manager (CCAM) is a global role for strategic accounts for the CMA CGM GROUP. The person will manage the strategic account’s global shipments across all regions and time zones, regardless of locations. They will also help coordinate customer requirements to operationalize and meet customer needs. This requires leading calls with customers and global focal points in all countries, and working with Global Key Account Managers in Commercial to continuously engage, improve, and drive a premium customer experience. The role involves working with all global stakeholders across vendors, operations, commercial, trades, and finance to ensure a seamless and fulfilled customer experience. This position will also serve as an extension of the Global Strategic Account Customer Care team in the Head Office in Marseille.

Requirements

Knowledge of the Transportation industry
Focus on customer service activities including but not limited to documentation, contracts, logistics, Intermodal.
Clear understanding of CCA objectives & mission as a whole
End to end supply chain knowledge esp in managing exception
Proven Problem-Solving Skills
Demonstrates ability to lead a team to obtain and maintain high performance results.
Excellent presentation, written communication, and interpersonal skills.
Ability to manage multiple projects simultaneously and meet deadlines.
Ability to develop priorities, target levels of performance.
Ability to learn and adopt new ideas and procedures.
Proficient in computer skills, including Microsoft Applications (Outlook, Excel, Work).
Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers.
Ability to analyze and troubleshoot complex problems and propose solutions quickly.
Excellent critical thinking skills.
Strong organizational and time management skills.
Mobilizes resources to get things done, foresees and plans around obstacles; balances multiple activities and demands; uses time effectively and efficiently

Nice To Haves

Customer Service and/or Sales experience preferred.

Responsibilities

Tender Coordination and follow up with all Global trade / lines / Commercial teams
Complete Tender SOP with operational information: Booking and document process, invoicing process, local agent contact matrix, and other best practices to ensure operational feasibility of the offers to customer.
Organize Tender implementation, Customer on-boarding, and take the lead on meetings between local agent and customers globally
Communicate within the network and engagement of global focal points for the strategic customers
Follow up on tender SOP update during contract life (operational terms and conditions) and align systematically with local agent for any new customer or new flow globally.
Drive and host global business review with all focal points of the strategic accounts.
Implement standard operational QBR and MBR with customers (following group standards).
Proactive market advisory, organize crisis meeting with Management and impacted stakeholders.
Customer Communication: Proactive communication regarding major market issues to customer operational network, driving customer Training on group processes.
Lead and drive comprehensive action plan across global agencies for improvements (process improvement, E-Comm)
Purpose value added services and answer specific customer requirements (KPI, dedicated SOP, working procedures)
Escalate recurring issues to Strategic Account head of CCAM
Proactive reporting on the assigned portfolio to the head of CCAM
High Level of escalation for severe service issues (final operational entry point). Support customer only in major operational issues (strictly respect to customer communicated escalation matrix)
Performance management across various customer impacting milestones across supply chain
Proactive Root Cause Analysis to support effective collections (specific requirements i.e Yearly LOI, performance issues, etc)
Miscellaneous related duties or Projects as assigned