Director, Client Solutions Exports

CMA CGM•Norfolk, VA

About The Position

The Director of Client Solutions is responsible for overseeing the customer services functions and activities associated with customer’s import and/or export business. The Director’s role requires an enhanced level of service that is achieved by promoting ownership and accountability, driving quality standards, and delivering proactive communication and problem resolution. The success of this mission is measured through performance against corporate SLAs, various customer feedback loops, and satisfaction and development of its direct and indirect employees. This position sets and deploys strategies and executes policies in support of the mission in collaboration with other functional groups.

Requirements

Extensive working knowledge of CMA CGM organizational structure and services/network
Strong working knowledge of the transportation industry
Advanced knowledge of Group policies and procedures related to import/export ocean, including bookings, documentation, cargo tracking / call down, and freight release.
Clear understanding of CCA objectives & mission as a whole
Understanding of the company’s HR policies.
Leadership expertise in assessing skills required to perform a job, judge potential talent and effectively deploy staff to meet productivity demands.
Ability to recognize and assess staff strengths and areas for improvement to effectively coach and mentor for advancement.
Superior time management skills to meet established or prioritized deadlines.
Ability to recognize and anticipate potential issues; take action to avoid or limit impact; adapting processes and procedures as required.
Ability to assume the lead during demanding and stressful conditions while inspiring and guiding staff and colleagues.
Ability to speak and write clearly with confidence and in a succinct manner, adjusting the message to effectively reach the target audience.
Creative problem-solving skills and confidence to challenge existing policies / procedures based on changing business needs.
Ability to perform and navigate in an environment of varied and diverse management styles, interacting and relating with employees at all levels within the organization by building and maintaining effective relationships.
Proficiency in the use of standard office computer applications, e.g., Microsoft Office Suite; Flexibility to simultaneously utilize a wide range of systems and applications, from legacy to leading-edge, to drive change.

Nice To Haves

Bachelor’s Degree

Responsibilities

Monitor performance levels and adjust resource deployment as needed to support CCA Corporate goals and objectives. Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs.
Field and resolve escalated service issues with and on behalf of customers in collaboration with management from supporting CCA functional teams, overseas agents and HO colleagues ensuring corrective action is taken as required.
Challenge existing processes, identify improvements to drive efficiency and service excellence, and contribute to strategic initiatives. Maximize opportunities to utilize the Shared Service Center for non-customer facing functions.
Staff for allotted headcount, maximizing resource potential and minimizing the use of overtime. Assist CS management with personnel issues, and disciplinary actions, partnering with Human Resources as required.
Interview candidates for hire and provide coaching and development opportunities for CS staff. Ensure staff recognition programs are utilized and validate award justifications. Provide coaching and guidance to the leadership team, and maintaining succession plans for all key roles
Oversee development of PMP goals and timely delivery of performance evaluations, and ensure that development plans are executed for key talent.