Customer Care Account Manager

CMA; Norfolk (VA); On-site; USD 74,000 - 92,000; Full time

Benefits offered by this job

Performance-based bonuses

Health insurance

Retirement plans

Tuition reimbursement

Paid time off

Professional development opportunities

Job summary

CMA CGM is seeking a Customer Care Account Manager to oversee global shipments for strategic accounts, coordinating across regions and time zones. You will work with global stakeholders to ensure a seamless experience and align with the Global Strategic Account Customer Care team in Marseille.

You will lead calls with customers and global focal points, manage tender processes, onboarding, and operational enhancements while driving high-quality service and customer satisfaction across markets.

Qualifications

• 3–5 years of industry experience in logistics or customer care
• Focus on customer service activities including documentation, contracts, logistics, intermodal
• Strong communication and interpersonal skills
• Ability to lead a team and manage multiple projects simultaneously

Responsibilities

• Tender coordination and follow up with global trade/lines and commercial teams
• Complete Tender SOP with operational information (booking, invoicing, agent contacts)
• Organize tender implementation and customer onboarding; lead meetings with local agents and customers globally
• Coordinate with global focal points for strategic customers and communicate updates
• Drive global business reviews with all focal points of strategic accounts

Skills

Customer service

Problem solving

Time management

Multitasking

MS Excel

Education

High School Diploma or GED

Bachelor’s Degree

Tools

Outlook

Excel

Word

Job description

Customer Care Account Manager

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.

Position Summary

The Customer Care Account Manager (CCAM) is a global role for strategic accounts for the CMA CGM Group. The person will have to manage the strategic account’s global shipments across all regions and timezone regardless of locations and also help coordinate customers requirements to operationalize and meet the customers needs.

This will require leading calls with customers and all global focal points in all countries and also working with Global Key Account Managers in Commercial to continuously engage, improve and drive the premium customer experience. Working with all global stakeholders across venders, operations, commercial, trades, finance to make sure that the experience we provide as CMA is seamless and fulfilled. This will also be an extension of the Global Strategic Account Customer Care team in Head Office Marseille

Functions & Duties

• Tender Coordination and follow up with all Global trade / lines / Commerical teams
• Complete Tender SOP with operational information: Booking and document process, invoicing process, local agent contact matrix, and other best practices to ensure operational feasibility of the offers to customer.
• Organize Tender implementation, Customer on-boarding, and take the lead on meeting between local agent and customers globally
• Communicate within the network and engagement of global focal points for the strategic customers
• Follow up on tender SOP update during contract life (operational terms and conditions) and align systematically with local agent for any new customer or new flow globally.
• Drive and host global business review with all focal points of the strategic accounts.
• Implement standard operational QBR and MBR with customers (following group standards).
• Proactive market advisory, organize crisis meeting with Management and impacted stakeholders.
• Customer Communication: Proactive communication regarding major market issues to customer operational network, driving customer Training on group processes.
• Lead and drive comprehensive action plan across global agencies for improvements (process improvement, E-Comm)
• Purpose value added services and answer specific customer requirements (KPI, dedicated SOP, working procedures)
• Escalate recurring issues to Strategic Account head of CCAM
• Proactive reporting on the assigned portfolio to the head of CCAM
• High Level of escalation for severe service issues (final operational entry point). Support customer only in major operational issues (strictly respect to customer communicated escalation matrix)
• Performance management across various customer impacting milestones across supply chain
• Proactive Root Cause Analysis to support effective collections (specific requirements i.e Yearly LOI, performance issues, etc)
• MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED

Knowledge, Skills, Abilities

• 3-5 years of Industry experience
• Focus on customer service activities including but not limited to documentation, contracts, logistics, Intermodal.
• Clear understanding of CCA objectives & mission as a whole
• End to end supply chain knowledge esp in managing exception
• Proven Problem-Solving Skills
• Demonstrates ability to lead a team to obtain and maintain high performance results.
• Excellent presentation, written communication, and interpersonal skills.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Ability to develop priorities, target levels of performance.
• Ability to learn and adopt new ideas and procedures.
• Proficient in computer skills, including Microsoft Applications (Outlook, Excel, Work).
• Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers.
• Customer Service and/or Sales experience preferred.
• Ability to analyze and troubleshoot complex problems and propose solutions quickly.
• Excellent critical thinking skills.
• Strong organizational and time management skills.
• Mobilizes resources to get things done, foresees and plans around obstacles; balances multiple activities and demands; uses time effectively and efficiently

Qualifications

Education

Required/Preferred Education Level

Required High School Diploma or GED

Preferred Bachelor’s Degree

Work Experience

Experience Years of Experience

General Experience 3-5 years

Industry Experience 3-5 years

At CMA CGM, we are committed to fair and equitable compensation practices. The expected salary range for this position is $74,000 – $92,000 per year. The actual salary offered will be based on a variety of factors including, but not limited to, the candidate’s qualifications, skills, experience, and location.

In addition to base salary, this position may be eligible for:
Performance-based bonuses, Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off, andProfessional development opportunities.

We believe in transparency and equity and are proud to be an equal opportunity employer. We encourage individuals from all backgrounds to apply.

Come along on CMA CGM’s adventure! The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at [e-mail]

Rise in motion with CMA CGM Group: where ambition meets opportunity.

Join a global team of nearly 200 nationalities, shaping the future of global trade, moving essential goods, forging newpaths, and pushing boundaries to serve an ever-changing world.

The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and thechance to make a meaningful impact. Thisis more than a job. It’s a journey on which you rise.

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