Customer Care Manager Sao Tome and Principe

3 semanas atrás

São Paulo, São Paulo, Brasil CMACGM Tempo inteiro
Headed by Rodolphe Saadé, the CMA CGM Group is the world leader in maritime transport and logistics, serving more than 420 ports worldwide 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 constantly innovating to offer its customers a complete and ever more efficient range of new maritime, land, air and logistics solutions.
Committed to the energy transition in maritime transport, and a pioneer in the use of alternative fuels, the CMA CGM Group has set itself the goal of becoming Carbon 0 by 2050.
Through the CMA CGM Foundation, the Group takes action during humanitarian crises that require an emergency response by mobilising the Group's maritime and logistics expertise to deliver 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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.
Purpose of the Mission
The role aims to provide exceptional customer service in compliance with the Group's standards while ensuring the efficient management of customs documentation for both imports and exports.
**WHAT ARE YOU GOING TO DO ?**:
Customer Service
Ensure all customer queries (received through all channels) are responded to within agreed SLAs and quality standards by collaborating efficiently with relevant stakeholders, keeping the customer informed during the resolution process.
Prioritize customer requests based on the criticality of the query to meet customer expectations.
Analyze customer queries, consult experts, or dispatch to the appropriate team for faster/quality turnaround time.
Alert and escalate recurring customer issues or pain points to the management
Ensure customer service levels are maintained as per tender/contract SOPs.
Documentation & Service Delivery
**Export**:
Loading confirmation to customers.
Coordination of changes after call closure
Audit documentation risks and resolve/escalate in a timely manner.
Pre-invoicing controls.
Ensure the "No Doc No Load" policy.
**Import**:
Check and manage missing/incorrect Cargo-In-Transit updates.
Pre-invoicing controls.
**Idle Full Container Management**:
Identify import and export idle containers.
Notify Intermodal of idle carrier haulage & customers.
Send legal notifications in line with Group Idle Full process.
Contact claims and escalate complex cases.
Provide idle container status updates to Logistics to update tracking.
**WHO ARE WE LOOKING FOR ?**:
A bachelor's degree in Transport & Logistics, International Business, or a related field is preferred.
Minimum of 3 to 5 years in a similar role managing documentation and customer service in a logistics or transport environment.
Excellent communication skills, both written and verbal, with the ability to work effectively with customers and internal stakeholders.
Ability to prioritize tasks, work independently and in a team, and proactively address issues.
Proficiency with relevant software and service management tools
Bilingual Portuguese - English (listening, writing, speaking)
Knowledge of French is an advantage.
CMA CGM SAO TOME AND PRINCIPE

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