Supervisor, Client Solutions

CMA CGM•Norfolk, VA

5d•$65,000 - $72,000•Onsite

About The Position

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. Position SummaryLead and coordinate the activities of the Customer Service team ensuring seamless delivery of support to our client base. Proactively oversee personnel to surpass set goals. Assist manager to interview and train new hires and assist with day-to-day coaching for the Customer Service Representatives. Prepare mid-year and yearly evaluations to present to representatives. Effectively manage PTO schedule and work hours per CCA policies to ensure proper operational coverage. Resolve operational issues with internal and external customers that will in turn contribute to the success of the CMA CGM organization. Recommend changes in procedures upon identifying improvement opportunities. Must be willing to work Monday through Friday, 10am - 7pm.

Requirements

Strong working knowledge of CMA CGM organizational structure and services/network
Strong working knowledge of the Transportation industry
Solid Working 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.
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.
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 manage multiple projects simultaneously and meet deadlines.
Ability to develop priorities, target levels of performance.
Ability to learn and adopt new ideas and procedures.
Acts proactively and decisively and is proficient with conflict resolution and having difficult conversations.
Proficiency in the use of standard office computer applications, e.g. Microsoft Office Suite (OneNote experience is a plus); Flexibility to simultaneously utilize a wide range of systems and applications, from legacy to leading-edge, to drive change.
High School Diploma or GED

Nice To Haves

Bachelor’s Degree
Previous Supervisor or Senior Rep experience

Responsibilities

Assist with implementation of strategic plan for the desk in line with department/company goals to drive team to deliver the Tier I customer service, while limiting costs and creating a positive work environment.
Monitor errors and conflicts to perform root cause analysis and implement corrective action, reducing service failures and costs, while guiding the team for consistently high productivity and quality of work
Resolve operational issues with internal and external customers, assist representatives to trouble shoot customer issues to ensure customer satisfaction.
Work with Shared Service Center management supporting effective, accurate, and timely processing of bookings and documentation.
Run and consolidate reports for upper management team, maintain vacation schedule ensuring proper operational coverage.
Assist Manager to interview and select candidates for hire, coordinate training of new associates once hired, coach associates, and apply necessary disciplinary actions when policies and standards are not met.
Recommend changes in procedures and identify improvement opportunities
Assist Manager to implement and reinforce PMP goals for team; prepare, review and present mid-year & yearly evaluations, along with Manager.
MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED