Service Delivery Manager - Documentation (f/m/d)

at  CMACGM

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.
You can find more information on: www.cma-cgm.com
For our office in Hamburg we are recruiting a: Service Delivery Manager - Documentation (f/m/d)
The Service Delivery Manager is instrumental in ensuring that Service Delivery tasks (Booking, Documentation, Counter, Invoicing & Disputes, Cargo readiness and/or Idle full) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.

EDUCATION & QUALIFICATIONS:

Graduate (3 years regular course) Any bachelor degree or Equivalent University Degree

EXPERIENCE:

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

SPECIAL KNOWLEDGE & SKILLS:

Management Skills
Very good command of written and spoken German and English
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)

TECHNICAL JOB SKILLS:

Commercial - Customer service / user support
Ways of working - Project management
Transverse - Business intelligence
Transverse - Reporting
Transverse - Risk management knowledge
Communications - Internal communication techniques and tools

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
You bring aboard