Sup Mgr, Military Customer Care

CMA CGM•Nashville, TN

32d

About The Position

American President Lines (APL), part of the CMA CGM Group, is the premier U.S.-flag carrier on the Transpacific proudly serving the American soldier and the U.S. Government for over 175 years. APL operates a network covering the United States, Asia, and the Middle East and provides global container transportation through our extensive international shipping network. With the combination of high-quality intermodal operations and advanced technology, equipment, and e-commerce, APL delivers world class logistics solutions. With proven knowledge and expertise, we help our customers navigate complexity and seize opportunities in the dynamic global marketplace. As the U.S. maritime industry enters a new era of innovation and revitalization, APL is leading the way with bold investments designed to strengthen domestic capabilities and shape the future of American shipping. This position will be responsible for the day to day management and quality of the Military Customer Service Team. Duties include but are not limited providing a foundation of problem solving/process improvement skills, knowledge and expertise leading to a high level of customer service along with booking accuracy and KPI’s. This position provides a team based support structure to meet these needs and serves to address the problem solving issues in Customer Service that may require management level interaction, interface with other departments, logistical analysis or empowerment/ authorization limits beyond that of the front line staff. This position works closely with the DC Trade and Operations teams and CMA CGM Operations and Service Delivery teams.

Requirements

Action Oriented
Communicates Effectively
Collaboration
Customer Focus
Trustworthiness
Problem Resolution
Critical Thinking
Bachelor’s degree or equivalent combination of work experience and education

Responsibilities

Quality assessment – Booking KPI’s
Booking accuracy – Weekly Booking Audit
Process Management – identify opportunities for process improvement by working with teams leads to ensure up to date processes are in place. Create and Maintain SOP’s.
BRT Filing – monitor BRT filings
CSR Turn Time – to ensure emails/cases are actioned within 2 hours of case/email receipt
Staff - technical support of processes and systems to front line staff (mentoring). Assist the team with complex inquiries that arise and resolve by using business experience, networking skills, teamwork, authority and communicate resolution to appropriate external customer.
Communication – understand and communicate current market changes and conditions and impact to staff – to ensure emails/cases are actioned within 2 hours of case/email receipt
Other duties as assigned

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