Executive/Senior Executive Jobs at chennai, India Full Time

 

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers’ expectations. 

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world’s 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

 

 

Key responsibilities

 

 

Customer Care executives prime KRA includes below: –

 

1. Understanding Customer Concerns

 

• By asking questions, listening carefully and showing empathy, Customer Service executive should aim to give quality service. Dealing over the phone, by email or in person.

 

• To ensure to get a better feel for the company’s customer base, timely resolving their queries

 

1. Communicating within the Company

 

• Customer Service Executive to ensure healthy Collaboration between various stakeholders and other departments, especially sales. This will help to attend customer grievances effectively.

 

• Passing the issue to concerned Internal department who can resolve the situation

 

• Timely escalation to right department is the prime KRA of CS executive, but also to ensure that issue is resolved. Ideally being the face to the customer for all concerns

 

1. Manage and improve day to day process interaction with own customers by leveraging detailed customer knowledge

 

1.  Abiding company’s ISO Policies and SOP set efficiently

 

1. Actively drive awareness and utilization of CMA Line self-service channels for own customers, promoting E-commerce digital platforms

 

 

Key performance standards

 

1. Actively build strong relationships with customers and gain an understanding of their business, service needs
2. Maintaining Customer database effectively for analysis and awareness routines timely.
3. Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
4. Promptly respond to customer enquiry on shipment status and proactively notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
5. Be the owner of all customer issues and engage relevant stakeholders (internal and external) as required to facilitate timely and effective resolution

Key tasks

• Attending Customers (IFF/GA /F.BCO) queries & requests over phone /Mail.
• Provide Latest Sailing Schedules / IHC – OTHC Tariff & Client Advisories to Customers
• Send Vessel Projections with Hot loads / VIA requests to Ports for Exports and arrange booking release and space for imports.
• Liaise with customers for any pending or incomplete SI’s for ENS filing, VGM etc.& update to MBY Docs/SSC.
• Checking In Yard reports as received from NHS/MUN on daily basis to find/resolve any Discrepancies. Also arrange pre-advise for by road units.
• Providing SOBs to Clients thru mail (and/or hard copy when required)
• Liaising with customers for timely hand over of units for connection on Weekly
• Follow up with customers for any issues raised by MBY Docs for wrong SI Submission by customer.
• Following up with Customers for any longstanding units/not handed over within Free Time period
• Following up with Operations / MMS (Surveyor) for longstanding units for dispatch Following up with Operations / MMS (Surveyor) for longstanding units for dispatch

 

Requirements and specific skills

 

• Graduate with at least 3-4 years of experience in same trade.
• Candidate should have good computer skills.
• Should be good in written & verbal communication (English and Hindi)
• Should be sincere, dedicated, accurate, prompt and a good team worker
• Passion about assisting customers
• Internally motivated

 

 

 

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines

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