Counter Documentation Supervisor

PT Container Maritime Activities; Jakarta Selatan; On-site; IDR 350,000,000 - 550,000,000; Full time

Job summary

CMA CGM Group in Jakarta is seeking a Service Delivery Team Leader to manage incident resolution and team performance, ensuring service levels are met across the organization. You will coordinate with GBS, Sales, Lines, and Finance to drive improvements and timely resolutions.

The role requires 5+ years in shipping and service delivery, with 2–4 years of supervisory experience, and a strong focus on customer experience and process efficiency.

Qualifications

• Minimum 5 years of shipping industry knowledge is required.
• At least 5+ years in a Service Delivery team environment.
• 2–4 years of managerial/supervisory experience expected.
• Demonstrated management capabilities and leadership.
• Commitment to delivering excellent customer experience.
• Ability to prioritize work and manage time efficiently.
• Analytical and reporting aptitude with data tools, including Qliksense.

Responsibilities

• 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

Skills

Shipping Industry knowledge

Service Delivery experience

Management experience

Management skills

Customer Experience

Time management

Analytics

Tools

Qliksense

Job description

JOB RESPONSIBILITIES

• 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

KEY PERFORMANCE INDICATORS :

• Transactional Case Resolution TAT
• Booking TAT
• Draft BL TAT

QUALIFICATIONS AND PROFILE:

• 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
• Management Skills
• Commitment in delivering the best Customer Experience
• Must be able to prioritize work effectively and manage time efficiently
• Analytical & Reporting aptitude (Data, Qliksense)

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Service Delivery Team Leader (Counter Documentation Supervisor) is instrumental in ensuring that Service Delivery tasks (Counter) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.

Logistics, Freight & Delivery Services 101-1,000 employees

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.

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.