Customer Service Executive (6 months maternity cover)

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.

Role Overview:

As an integral part of Sales, Documentation and Operation interface, you'll oversee the entire logistics process and manage client relationships specifically for non-standard shipments such as Dangerous Goods (DG), Out of Gauge (OOG), Breakbulk, and specialized reefer commodities. Your responsibilities will include bridging the gap between high-level sales strategies and ground operations, making sure our complex shipping requirements are handled efficiently while maintaining strict adherence to regulatory standards. The role is to support our customers throughout their shipment journey, from booking all the way to service delivery.
He/she takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.



Key Responsibilities:

Customer Service (70%)

• Exception handling, problem resolution and continuous improvement.
• Meet all call and email turnaround times as required to ensure high customer satisfaction level.
• Expediently handles all customer interactions.
• Work with various departments, including shared services centres to promptly resolve customer needs and issues to meet/exceed service deliveries.
• Manage accounts based on customer facing activities, working closely with the ARO Key Account team
• Promote Csat – Surveys and feedbacks

Operations (30%)

• Manage operational requests (re-export, return cargo, DIT, Diversion, Service recoveries, transhipment declaration, change of Operator code and Inter gateway, Portnet releases)
• Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.
• Coordinate operational transaction / stowage requirements (DG, OOG etc)
• Managing special cargo (OOG, Breakbulk, DG, Reefer, Military and Commercial Cargo) process from booking to loading

What We’re Looking For:

• Diploma/Degree Holders with strong knowledge in shipping Industry and with minimum
• 2–4 years of experience within freight forwarding, carrier customer service, or ground handling operations.
• Commitment in delivering the best Customer Experience
• Knowledge in DG/ OOG special cargo handling
• Great customer-facing skills with ability to build and nurture relationships
• Basic proficiency in MS Office with strong analytical & Reporting aptitude
Effective communication, interactive skills and good presentation skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)

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Why Join CMA CGM ?
Be part of a global leader in shipping and logistics with ambitious growth plans.
Work in a collaborative, inclusive, and supportive environment.
Competitive salary and comprehensive benefits package.
Opportunities for professional growth and regional exposure.

**This role is opened for local employment only.

**Salary package (local) & job title shall commensurate with experience.
**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes:
(i) To process the application for the role being applied for;
(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;
(iii) To conduct necessary reference checks; and
(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !