Customer Care Manager

Company description:

Kia ora, Talofa, and Jump Aboard

We are CMA CGM, the business that moves in excess of 22 million containers of cargo every year from over 400 different seaports. Backed by a diverse portfolio of brands and subsidiaries, the CMA CGM Group is the third largest container shipping Group in the world, making us well equipped to move cargo from door-to-door, on a global scale.

ANL is a long-standing brand within the CMA CGM Group with a vision for the future. Headquartered in Melbourne, ANL Container Line offers shipping services to all major Oceania destinations, with extensive coverage throughout Australia, New Zealand, Asia, the West Coast of America, Papua New Guinea, the Indian Subcontinent and the Pacific Islands.

Our mission is to lead sustainable change within the maritime industry. As we embark on this large-scale transformation journey, we are calling for our team members to be both bold and imaginative to achieve the needs of our business. We are growing and changing the way we serve our customers. If you are willing to roll your sleeves up and contribute to this journey, we would love to hear from you

Job description:

About the Role:

Reporting to: General Manager (Solid Line)

Employment Type: Permanent, Full-Time

Work Location: Auckland, New Zealand

As Customer Care Manager NZ, you will manage end-to-end customer service, bookings, and import/export documentation while ensuring smooth coordination with internal teams and external stakeholders. Build strong client relationships and networks to support business growth, and prioritise CMA CGM Group's commercial interests and shipment requirements at all times.

The role and responsibilities will include:

• Lead and manage the Customer Care Team, including recruitment, training, cross-training, and ongoing performance management.
• Oversee all booking processes, ensuring timely E-booking responses, accurate data entry into LARA, and alignment with space allocation and lifting targets.
• Ensure full compliance with cargo readiness procedures and correct handling of reefer, OOG, hazardous cargo, load lists, and all required documentation.
• Monitor and manage SSC performance (India), including daily reports, SLA/SOW adherence, teleconferences, and continuous process improvement.
• Maintain strong coordination with Sales, Finance, Service Delivery Coordinators, and overseas agents to manage forecasts, credit lines, payments, documentation issues, and customer requirements.
• Drive customer satisfaction by serving as first point of contact for escalations, ensuring timely responses, accurate processing (booking, COD, import/export documentation), and providing high-quality customer care.
• Lead continuous improvement initiatives to enhance efficiency, eliminate recurring errors, and uphold industry-leading service standards.

To be successful in this role, you will need:

• Professional management or postgraduate qualification in Supply Chain & Logistics, with at least 5 years' customer service experience in international shipping lines.
• Strong organisational, administrative, keyboard, and computer skills.
• Practical experience in establishing processes and procedures.
• Minimum 3 years' management experience (preferred).
• Customer-oriented mindset with excellent written and verbal communication skills.
• Proven leadership ability, strong problem-solving capability, and ability to manage multiple tasks in a high-pressure environment.
• Knowledge of tariffs, CMA CGM systems/services, and shipping or transport industry (preferred).

To apply for this role, you'll need to have full working rights to live and work in Aotearoa New Zealand.

We're building our team locally and are looking for people who want to grow with us and contribute to our whānau here in Aotearoa, so applications from overseas expecting remote work will not be considered.

Profile description:

Why join CMA CGM?

We are continuously striving to provide new opportunities and benefits that make our business a great place to work, but the truth is that it's our people who make us want to come to work every day. We make time to engage, connect and celebrate the moments that matter with our colleagues.

We have a strong culture built around supporting progression and promotion and offer a diverse and engaging training calendar that provides you with the opportunity for growth, no matter your interests.

In an ever-changing economy, the shipping industry remains a beacon of stability, and our continued success is a testament to our unwavering commitment to excellence. We prioritise delivering exceptional experiences to both our customers and our employees.

The CMA CGM Group is also deeply committed to sustainability. We demonstrate our dedication to acting for the planet, people, and fair trade, through initiatives like reducing greenhouse gas emissions, empowering women in the workplace, educating employees on climate issues, and engaging in community and environmental projects.

Some of our other benefits include:

Study leave and study reimbursement

Flexible working options

Life Insurance benefits along with subsidized Health insurance

Opportunity to participate in volunteer initiatives

Access to 3000+ learning resources and courses

Opportunity for career development in Asia Pacific, Europe and other office locations globally

Our Commitment to Diversity

CMA CGM is committed to providing a respectful and collaborative working environment where all our employees can thrive. Our strength is in our people, and embedding Diversity, Equity and Inclusion (DEI) into our culture is essential to our ongoing success. By Acting for People, we can harness the diversity of our teams, which benefits our employees, customers and communities in the markets we serve. We actively welcome and encourage applications from all qualified individuals, regardless of indigenous status, race, religion, gender identity or expression, sexual orientation, national origin, disability, age, or any other characteristic.

Join us at CMA CGM, where your potential meets endless possibilities, and together, we shape the future of global shipping.