CONTAINER MARITIME ACTIVITIES

JOB SUMMARY

•  Assist Customer Care Senior Manager in managing and coordinating all CMA CGM Indonesia Customer Service activities Customer Delivery and non Customer Delivery, both export and import, all brands and all offices to ensure the level of service meets customer expectations and is in compliance with Group and/or Agency interest
• Responsible for KPI of CMA CGM Indonesia related to Customer Service to be in positive result
• Coordinate with Sales, Service Delivery and other departments to define the Customer Service strategy to deliver the good service

DUTIES & RESPONSIBILITIES

• Assist Customer Care Senior Manager to lead and manage CMA CGM Indonesia Customer Service activities Customer Delivery and non Customer Delivery, both of export and import, all brands and all offices to achieve all targeted KPIs with positive result. Together with direct manager and Business Process and Quality Manager analyze and take actions to improve some KPI which is not in line with Group and/or Agency target.
• Ensure the implementation of Group and/or Agency processes and procedures in CMA CGM Indonesia Customer Service team under related scope. This includes conducting some internal audit to every team or department under Customer Service in monthly basis.
• Find and identify any difficulties, problems, issues and mistake in CMA CGM Indonesia Customer Service Team and ensure efficient and effective decision/resolution mechanism is in place after analyzing root as per Group and/or agency applicable procedures. Communicate the solved difficulties/problems/issues/cases/mistakes and/or escalate it with the Customer Care Senior Manager for further action plan/decision.
• Review and analyze for possible improvement process together with Customer Care Senior Manager and other Head of Team in order to meet customers’ requirement and to comply with Group objectives
• Coordinate with HO, ARO, BPM, Service Delivery, Sales and other related departments for smooth operations/process in CMA CGM Indonesia Customer Service team with the Customer Care Senior Manager’s approval or acknowledgement
• Correspond and communicate on CMA CGM Indonesia Customer Service performance with customer and principal as well upon Customer Care Senior Manager’s approval or acknowledgement.
• Report the CMA CGM Indonesia Customer Service team performance by providing and analyzing weekly, monthly and quarterly KPI to Customer Care Senior Manager and Agency Business Process & Quality Manager.
• Provide claim report and communicate it to Customer Care Senior Manager. Provide complete and proper supporting data for any claims that need to be escalated to Customer Care Senior Manager for review and discussion of the action plan/further decision.
• Together with Customer Care Senior Manager work to support Group and or Agency projects implementation and new tool deployment.
• Arrange and attend regular team meeting and other meetings as per Customer Care Senior Manager or (internal/external) team requirements.
• Participate in the internal training as per group and/or agency instruction/requirement.
• Comply with Principal’s policy.
• Do any other assignments when assigned by direct superior.

JOB SPECIFICATIONS 

Minimum Level of Qualification:

• Minimum 5 years working experience in international shipping Line
• Bachelor Degree in Sea Transportation Management preferably or qualified in customer handling

Professional Skills:

• English Fluency in communication and correspondence
• Knowledge of trade / destination rules
• Good communication
• Proficient in system and computer literacy Proficient in system and computer literacy

Personal Qualities:

• Strong dynamic leadership, team leader, high integrity, honest
• Highly motivated, result oriented individual with organization skills and ability to solve problems
• Attained to detail and analytical mind

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