Manager, Client Solutions

CMA CGM • Norfolk, VA

1d • $67,000 - $84,000

About The Position

Lead the daily operations of the Customer Service desk, ensuring seamless delivery of support to our client base. Serve as a focal point for internal and external escalations, coaching and empowering representatives to provide an exceptional customer experience. Strive to enrich customer experience by actively listening to their feedback, gathering, analyzing, and acting upon insights while continually monitoring progress. Implement strategic initiatives and contribute to change management efforts.

Requirements

• Extensive Working Knowledge of CMA CGM organizational structure and services/network
• Strong Working Knowledge of the Transportation industry
• Advanced Knowledge of bookings, customer service, and/or documentation
• Clear understanding of CCA objectives & mission as a whole
• Understanding of the company’s HR policies
• Proven ability to effectively communicate information and ideas, generate high level reports, facilitate meetings, and give presentations to various levels within the internal chain of command.
• Excellent presentation, written communication, and interpersonal skills.
• Possesses a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers; strong active listening skills and exhibit attentiveness.
• High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.
• Proven ability to lead the team to obtain and maintain high performance results.
• Ability to develop priorities, target levels of performance.
• Ability to manage multiple projects simultaneously and meet deadlines; demonstrates good time management skills
• 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.
• Ability and flexibility to travel as required.
• High School Diploma or GED
• 5-10 years General Experience: Previous Supervisor or Management experience required.
• 1-3 years Industry Experience

Nice To Haves

• Bachelor’s Degree

Responsibilities

• Monitor performance data and trends of agent-specific performance to support CCA Corporate goals and objectives.  Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs. 20%
• Develop and implement policies and procedures aligned to department/company goals to drive team to deliver the Tier I customer service. 20%
• Resolve operational issues directly with and on behalf of customers, elevating issues to management within internal departments and other agencies ensuring customers are aware of any impact on their shipments 20%
• Monitor errors and conflicts to perform root cause analysis and implement corrective action, reducing service failures and costs, while guiding team for consistently high productivity and quality of work 20%
• Run, consolidate and update management reports, presentations, and organizational charts, and update management on status of team 10%
• Interview and select candidates for hire, mentor associates, and apply necessary disciplinary actions when policies and standards are not met. 10%
• Develop PMP goals for team, prepare and review mid-year & yearly evaluations, for and along with supervisor. Develop succession plan for high potential staff. 10%

Benefits

• Performance-based bonuses
• Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED