Customer Service Supervisor

PT Container Maritime Activities; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading shipping and logistics company in Jakarta Selatan is looking for a Customer Service Supervisor. This role includes leading the customer service team, improving customer experience, and managing staffing. Candidates should have significant experience in shipping and excellent communication skills. Comprehensive knowledge of LARA and CMA CGM processes is essential. The position offers opportunities for professional growth and is part of a global organization committed to sustainability.

Qualifications

• Minimum 5 years of experience in liner shipping.
• At least 2 years of customer facing activity.
• Supervisory/managerial experience of 2-3 years.

Responsibilities

• Lead, train and supervise the Customer Service Team.
• Manage staffing levels and allocate resources effectively.
• Produce on-demand performance reports as per request.

Skills

Analytical & Reporting aptitude

Strong Knowledge in Shipping

Excellent customer Service Experience

Effective communication skills

Great customer facing skills

Professional demeanor

Tools

Qliksense

MS Office

Job description

The Customer Service Supervisor is instrumental in ensuring that customers receive excellent service, addressing their needs, and continually improving the customer experience.

JOB RESPONSIBILITIES

a. Team leadership & Development

· Lead, train and supervise the Customer Service Team to meet customer expectations

· Set clear operational goals and objectives for the customer service team

· Provide coaching, mentoring and training to develop the team skills/competencies

b. Customer Experience Management

· Visit customers when necessary to gather customer feedback for continuous improvements

c. Resource Management

· 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.

d. REPORTING:

· Regular reporting on performance to Customer Service Assistant Manager

· Produce on-demand performance reports as per request

KEY PERFORMANCE INDICATORS :

b. First Call Resolution Ratio (FCRR)

QUALIFICATIONS AND PROFILE:

a. Analytical & Reporting aptitude (Data, Qliksense)

b. Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)

c. Excellent customer Service Experience (minimum 2 years of customer facing activity)

d. Supervisory/managerial experience of 2-3 years

e. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)

f. Great customer facing skills with ability to build and nurture relationships

g. Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.

h. Excellent knowledge in LARA all modules.

i. Understand CMA CGM group organization, processes & tools.

j. Basic proficiency with MS Office

Additional questions regarding salary expectations, experience, and language proficiency are part of the application process.

Company Overview

The CMA CGM Group, led by Rodolphe Saadé, is a global leader in shipping and logistics, serving more than 420 ports worldwide across five continents. It includes subsidiaries such as CEVA Logistics and CMA CGM AIR CARGO. The group is committed to energy transition and aims to become Net Zero Carbon by 2050.