Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Lead position overseeing technical support for Asset Protection customers. Focused on training and escalation support while ensuring high-quality service delivery.
Responsibilities
- Understand operational goals, objectives, policies, procedures, and work standards for day-to-day activities.
- The first line of escalation is to aid and provide guidance for Internal and External Clients.
- Foster an environment of continuous training to aid staff and team performance.
- Motivate staff by setting a positive example of work ethics and attitude to ensure we provide excellent customer service.
- Oversee and guide Team Members actively in training while working closely with the Supervisor.
- Evaluate training effectiveness and identify areas of improvement with the Supervisor.
- Escalate any training concerns to the Supervisor.
- Schedule regular meetings with trainees to provide guidance and/or direction.
- Keep up-to-date records of trainee progress through the assigned system of record.
- Assist with completing 90-day reviews for trainees.
- Assist Supervisor when necessary, overseeing the day-to-day management of the shift including but not limited to: Time Management, End of Shift Summary Report, Postmortems, and RFOs for Gap Analysis if applicable, Quality Assurance, Shift Meetings/Debriefs, and other relevant department duties assigned by Management.
Requirements
- BS/BA degree preferred (maybe substituted with relevant or equivalent work experience)
- 1+ years experience leading customer-facing Support or Delivery teams focused on Asset Protection services
- 1.5+ years experience leading various Security oriented projects, i.e., Process, training, performance, analysis, integration, automation, etc.
- Broad Asset Protection experience in Customer-facing Support or Delivery organizations
- Proven technical problem solving, business process development, and analytical capabilities
- Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and management.
- Working and Practical knowledge of low-voltage installation and support
- Honeywell, DMP, and Bosch training and/or certification is preferred
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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