MAIN JOB PURPOSE
Service Delivery is instrumental in ensuring that customer requests are efficiently solved to improve the customer experience.
MAIN RESPONSIBILITIES
Service Level Management
* Deploy CMA-CGM group standard Processes & tools.
* Applying to Documentation regulations.
* Oversight of activities relating to Import Releases, Deliveries and Invoicing, whilst handling queries and proactively managing disputes that may arise.
Reporting
* Regular reporting on performance to Management, in line with agreed KPI's.
* Analysis of service delivery data and production of 'on-demand' performance reports required
Functions:
* Deliver excellent incident (case) management as per agreed Service Level commitments
* Monitoring team performance against agreed KPI's, ensuring KPI's are met consistently.
* Conduct regular reviews with internal departments (e.g. Shared Service Centre, Sales, Lines, Finance,…) to deliver any improvement, address any risks that may be identified and improve resolution timescales
* Effective management and, where necessary, escalation of unresolved customer technical problems
* Motivate and develop colleagues to provide the best service to all stakeholders.
Work Relationships
1. CMA CGM Agenc...