Service Delivery Supervisor Philippines

3 weeks ago

Manila, Philippines American President Lines Full time

Overview

Location: Manila, PH

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 continually innovates 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, 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 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.

The Role

Service Delivery Supervisor is instrumental in ensuring that Service Delivery tasks (Booking, Documentation, Counter, Invoicing & Disputes, cargo readiness and Idle full) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.

Responsibilities
  • Deliver excellent incident (case) management as per Service Level commitment
  • Managing the team day to day to meet KPIs
  • Conduct regular Reviews with internal departments (GBS, Sales, Lines, Finance,…) to deliver improvements or address risks
  • Engage with internal departments (GBS, Sales, Lines, Finance,…) for better resolution time & process
  • Effective management and escalation of unresolved customer technical problems
  • Motivate and develop your team to provide the best service
Key Performance Indicators
  • Transactional Case Resolution TAT
  • Booking TAT
  • Draft BL TAT
Qualifications and Profile
  • Strong knowledge in Shipping Industry (minimum 5 years of experience)
  • 5+ years in a Service Delivery team
  • 2-4 years of manager and supervisory experience
  • Management Skills
  • Commitment in delivering the best Customer Experience
  • Must be able to prioritize work effectively and manage time efficiently
  • Analytical & Reporting aptitude (Data, Qliksense)
  • Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines.
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