Service Delivery Supervisor Philippines

6 days ago

Manila, National Capital Region, Philippines CMA CGM Full time ₱900,000 - ₱1,200,000 per year

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.

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:

As a Service Delivery Manager/Supervisor, your commitments are:

Deliver excellent incident (case) management as per Service Level commitment

Managing the team day to day to meet KPIs

Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance,…) to deliver any improvement or address any risk

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:

Customer Satisfaction (NPS & TPS survey results) for service deliverables

Transactional Case Resolution TAT

Booking TAT

Draft BL TAT

Dispute Resolution 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 expereince

Management Skills

Commitment in delivering the best Customer Experience

Must be able to prioritize work effectively and manage time efficiently

Great communication skills

Analytical & Reporting aptitude (Data, Qliksense)

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

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