Service Delivery Professional at CMA CGM Group

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.

Position Summary:

This position reports to the Customer care Supervisor, based in Dar Es Salaam, Tanzania

The position is responsible for providing excellent export service delivery and customer service in Tanzania Office. As part of the back-office documentation team, from time to time will be called upon to rotate jobs to other back office tasks for purposes of knowledge expansion. Core responsibilities also include adherence to Group policies and local authorities’ requirements.

The scope is Tanzania

Main tasks and Responsibility

Handling the Export documentation function;

• Ensuring strict adherence to the export release Group and Local processes/SOPs.
• Follow up to completion, SI submission chaser escalations from GBS, ensuring timely closure. This is to ensure all Shipping Instructions are submitted within SOP timelines/deadlines
• Proper reconciliation and system modifications post vessel sail to ensure customers are well and timely updated on loading status for their consignments.
• Timely clearance of reconciliation errors as per CMA CGM Group processes and SOPs for timely vessel closure at the Mother agency.
• Timely response to all SSC RFls as per SLA.
• Reporting in the weekly meeting with SSC on all issues arising and affecting customer experience.
• Ensuring Tanzania export Documentation fully complies with Local SOPs, CMA CGM Group policies & Export Service Delivery process and Local Authority's requirements with proper record keeping.
• Ensure that all NOVA and nice CX cases are duly closed on time and within the determined TAT (Turn Around Time)
• Miscellaneous related duties and tasks as may be assigned.
• Managing Loading Permit generation

Customer Service;

• Timely escalation of any difficult cases to the Tanzania Customer Care Supervisor for resolution.
• Customer education and promotion of e-commerce transactions.

Skills and Qualification;

• A diploma in Shipping or a qualified professional.
• Knowledge of shipping Logistics.
• Import and Export Shipping Documentation, Customer Service experience, or related forwarding and or logistics experience in a similar capacity.
• MS Office Applications.
• Customer service-oriented.
• Manage and measure work performance.
• Excellent communication, interpersonal, presentation, and leadership skills.
• Organised and process-oriented.
• Ability to multitask and deal with and manage multiple stakeholders.
• Work well under pressure in a fast-paced and professional environment
• Strong Analytical Skills
• Solutions oriented
• Willingness to coach team members and share knowledge

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