Team Support Specialist providing administrative and compliance support in Greenville, NC office for Abound Health. Focused on office management and support for clinical teams and DSPs.
About the role
- Customer Service Team Leader at CMA CGM leading a customer service team to enhance customer experience. Driving operational goals and managing relationships across various stakeholders.
Responsibilities
- Lead, train and supervise the Customer Service Team to meet customer expectations
- Set clear operational goals and objectives for customer service team
- Provide coaching, mentoring and training to develop the team skills/competencies
- Visit customers when necessary to gather customer feedback for continuous improvements
- Deploy CMA-CGM group standard Processes & tools
- Manage staffing levels and allocate resources effectively to meet service level agreements
- Participate in recruitment, hiring and onboarding customer service staff
- Ensure staff is knowledgeable on group processes, SOPs & tools
- Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.
- Regular reporting on performance to agency Customer Care Manager
- Produce on demand performance reports as per request
Requirements
- Demonstrable experience of leading & managing a team within a customer service environment (Shipping or Logistics industry experience would be advantageous).
- Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels, internally and externally
- Demonstrable experience of dealing with customers directly, with the ability to build and nurture strong working relationships
- Excellent organisational skills, with the ability to effectively to manage multiple priorities in a fast paced environment
- Ability to create a working culture of high performance and high engagement
- Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required.
- Strong analytical skills, with high attention to detail and ability to produce reports and analysis of different types of information and data
- Excellent project management skills
- Conversant with Proactive problem solving skills
- Excellent presentation skills, comfortable presenting to team members and senior managers alike where required
- IT systems, including internal CRM’s and external systems
- Working knowledge of Shipping processes, procedures, rules & regulations (desirable)
Benefits
- 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
- Discretionary annual bonus
- Enhanced pension scheme up to 15% total contribution
- Life assurance x4
- Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
- Private healthcare (BUPA), BUPA Dental Plan + Healthcare Cash plan, including an Employee Assistance Programme
- Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
- Hybrid Working
- Cycle to work scheme/ Season ticket loans
- Enhanced policies including Maternity & Paternity
- Employee recognition awards
- Considerable scope for personal and professional growth through the CMA CGM Academy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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