Customer Service Officer
CMA CGM
Dar es Salaam, Tanzania
Position Summary:
This position reports to the Documentation Manager, South Corridor administratively and Cluster Customer Service Manager functionally.
The position is responsible for handling all customer relations and queries regarding their shipments on CMA CGM vessels the agency. Customer service role is to serve the customer in all queries and keep them well informed on all customer care related matters. This includes sending timely customer advisories, handling exception requests, managing delays at PTS, booking cancellations, dispute coordination, follow up on and closure, customer education on e-commerce transactions and making periodic customer on-site visits. Core responsibility is to ensure manage customer relations with regards to customer care related issues, enhance customer satisfaction and information flow.
The scope is Tanzania.
Main tasks and Responsibility
Customer Service Tasks
- Managing email/phone response on customer service email queues to ensure timely response to internal and external customers as per company SOPs.
- Attending face to face/ virtual meetings with customers and commercial account owners to address any issues raised and to educate customers on CMA CGM e-commerce /VAS products
- Sending out timely and professional customer advisories while maintaining a clean data base of all customer contacts (emails, telephone numbers, profiles, contact persons and office locations)
- New partner code creation and updating general contacts in LARA in line with SOPs.
- Manage Vesse/Voyage changes and customer communications; have a list of impacted containers, follow up for update of JLs, send advisory about the change, send a confirmation all updates complete to customer care manager and other relevant stakeholders.
- Transhipment /DIT requests follow up; extract reports on cargo delayed at transhipments, request status, push for loading within sold transit times, identify sensitive shipments to flag them as hot box, follow up on customers priority requests at PTS, advice/educate customers and update charges applicable.
- Manage Cancellation process for bookings; Ensure booking cancellation fees/detention are notified to the customer and invoiced, request container to be unassigned for cancelled bookings post invoicing.
- Coordinate with Centralized Cargo readiness and booking desks in case of short shipments/ local cargo shut outs in order to send advisories to the affected customers immediately post vessel sail reconciliation is completed.
- End to end follow up on Re-export of import container requests; OBLs surrender, authorization letters, customs approval, equipment approval, update of REX tracking move, re-export booking creation, adding container and moves, D&D invoicing and local charges collection, handling customs and equipment rejections and timely daily updates to the consignee/shipper/booking party.
- Follow up with consignees on collect charges acceptance at POD KEMBA and timely notifying POLs on outcomes.
- Follow up on other department queries to Customer care to ensure end to end resolution.
- Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
- Strict adherence and compliance with SOPs, CMA CGM Group processes & policies and local authority requirements and deadlines.
Dispute Coordinator for the agency
- Define and categorize disputes and complaints
- End to end follow up on disputes: receive disputes, investigate, coordinate with all stakeholders for fast resolution.
- Timely credit note issuance for resolved disputes.
- Perform and report root cause analysis on disputes: identify root causes and record them, check for repetitive trends and report to management.
- Take the lead to organize weekly dispute management meeting with all stakeholders to keep track on resolution.
- Timely escalation of complex complaints keep log/input complaints and advice customers on progress and resolution.
Follow up on Customer Satisfaction survey feedback
- Prompt and daily Customer call backs for Nova touch point surveys and annual call backs for global surveys.
- Reporting on complex cases and following up to ensure the customer’s complaints/needs are addressed and feedback is given.
- Miscellaneous related duties, tasks and projects as may be assigned
Skills and Qualification:
- Bachelor’s Degree or qualified professional
- Minimum 2 years experience in the shipping industry
- Import and Export Shipping Documentation, Customer Service experience or related forwarding and / or logistics experience in a similar capacity
- MS Office Applications and ability to prepare comprehensive reports.
- Customer Service oriented
- Manage and measure work performance
- Excellent communication, writing, interpersonal, presentation and leadership skills
- Basic knowledge of East Africa geography and port operations
- Ability to draw conclusions and make recommendations based upon data analysis
- Ability to multi-task and deal with and manage multiple stakeholders.
- Work well under pressure in a fast-paced and professional environment
- Strong Analytical Skills
- Willingness to provide support and coaching for team members and share knowledge
