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Senior Manager

2 months ago

Chennai, India CMA CGM Full time

Job Title : Senior Manager – EXIM – Customer Service


Department : Customer Care


Reporting To : Area General Manager - South & East India


Location : Chennai


Short brief on role:

The customer service manager will be part of the regional customer service team & responsible to

provide leadership and direction to the export customer service team, covering export and import

functions; in line with group standards and requirements. The position will report administratively to the area general manager and functionally to the deputy general manager / general manager – customer care.


Key Responsibilities:

  • Continuous Improvement of customer experience indicators defined as per global and local
  • Objectives within respective zone.
  • Team management & administration, including setting (in liaison with national management)
  • Of individual KPIs and KRAs for team leaders and monitoring of the same at a team level.
  • Ensuring correct process mapping and handshakes in place for coordination between
  1. Internal stakeholders.
  • Plan and implement required initiatives and engagement sessions to tap the voice of customer.
  • Monitor performance of root cause analysis by team leaders for errors / quality defects and
  • Initiate effective corrections and corrective actions.
  • Implement global and identify/propose local upskilling initiatives and work on career advancement plan for team members.
  • Guide the team through the change management process as and when required.
  • Exigency management as required by the business continuity plan.

Key Performance Standards:

  • Adherence of all KPIs and procedures related to export customer service department.
  • Ensure team compliance to process flows, SOPs and standing instructions defined for the
  • Export customer service activity
  • Achievement of organisational targets viz; net promoter score, customer satisfaction index,
  • Customer effort score & any other targets defined by organisation.
  • Ensure clear and effective communication with various stakeholders, both Internal and External.
  • Participation in the continuous improvement of customer service quality and customer experience.


Requirements and Specific Skills:

  • Graduate / Post-Graduate degree holder.
  • Minimum 12 years’ experience in shipping / logistics domains (front office / customer care

Experience preferred)

  • Demonstrated communication and inter-personal skills.
  • Receptive to change management and adaptability to diverse cultural and business scenarios.
  • Ability to mentor and provide leadership to team.
  • Strong understanding of systems. Experience in case management systems is preferable &

Demonstrated abilities in advanced usage of MS Office tools is a must.