Support Manager, Container Incident Management

CMA CGM • Nashville, TN

9d • $67,000 - $84,000

About The Position

The Container Incident Management (CIM) Support manager will concentrate on the overall productivity and handing of container incidents to ensure staff delivers the best customer service possible. Diffuse difficult situations between the organization, our vendors/affiliates, and the customer. Have a thorough grasp on what makes good business sense for the company and the customer, and collaborate with the parties responsible for resolving the issue. Provide recognition and motivation of the team.

Requirements

• Excellent oral and written communication skills are a must, as is an ability to rapidly organize and analyze complex and diverse situations and large amounts of data
• HS Diploma or GED
• 5-10 years Office/Administrative experience
• 3-5 years Previous Customer Service
• 1 year Logistics/Transportation

Nice To Haves

• 1 year Lara (preferred)

Responsibilities

• Monitor Reps activity to ensure container incidents, special customer issues and import/export idles shipments are being resolved in a timely manner.
• Manage performance of team through annual performance evaluations and corrective action.
• Respond and take actions to customer concerns and complaints. Communicate with other departments and management to resolve problems and expedite work.
• Audit the work of the analyst for accuracy and content, and address errors with the analyst. Audit includes but is not limited to the billing of redelivery fees and billing liable parties (e.g., terminals, rails) for costs incurred by CMA CGM, the customer, etc. Observe and evaluate staff performance
• Prepare, maintain, and distribute KPI reports.
• Ensures adequate work schedule coverage during planned and unplanned absences. New hire training and Sales orientation training.
• Assists with escalated incidents that cannot be resolved by Reps due to complexity and/or long-term resolution.
• Communicate solutions, successes, and opportunities to management.

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
• Number of Employees: 251-500 employees