Customer Service Manager

CMA CGM Holland is seeking a Customer Service Manager to lead their customer service team and optimize customer experiences. This role focuses on strengthening the Customer Service department within the CMA CGM Holland, offering growth opportunities and a dynamic work environment. The Manager will lead a team of supervisors and focus on improving customer satisfaction and operational excellence.

Requirements

• Manage the Customer Service Supervisor Team to meet customer expectations
• Set clear operational goals and objectives for customer service team
• Provide coaching, mentoring, and training to develop the team skills/competencies
• Monitor and evaluate the performance of the customer service supervisor team against established KPI's and service level agreements
• Conduct performance reviews and implement improvement plans
• Visit customers when necessary to gather customer feedback for continuous improvements
• Build and maintain strong relationships with key customers and stakeholders
• Implement CMA CGM group standard procesos, tools, and best practices
• Implement best practices and standard operating procedures to ensure consistent service delivery
• Manage staffing levels and allocate resources effectively
• Participate in recruitment, hiring and onboarding customer service staff
• Ensure staff is knowledgeable on group processes, SOPs & tools
• Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions
• Pro-actively and on demand producing of performance reports

Benefits

• Solid pension with contributions fully covered by CMA CGM
• Annual performance bonus
• Collective health insurance
• Access to 3000+ learning resources and courses
• Birthday bonus