Global Customer Service Quality Expert

Location: Marseille, FRGlobal Customer Service Quality ExpertLed 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.Your RoleThe Global Customer Service Quality Expert defines and drives quality standards across CMA CGM’s global shipping network for customer care interactions and transactions. Moving beyond traditional ISO quality assurance and auditing, the role focuses on service excellence by reducing customer effort and delivering an “Ease of Business” (EoB) experience.The scope includes human-led interactions through CMA CGM Group tools, service delivery transactions, and the development of a robust quality assurance framework for future AI Customer Service Agents—ensuring technology enhances, rather than hinders, the customer journey and satisfaction.The ultimate goal is to foster a Global Quality Mindset and build a quality-focused culture across customer care, ensuring consistently high standards, improved operations, and reliable service recognition.What Are You Going To Do?A. Strategic & Standard Quality Framework & Ease of BusinessDevelop a global standard “Quality Framework" aligned with CMA CGM’s strategic pillars, anchored on Customer Effort Score and Net Promoter Score.Benchmark quality standards against leading carriers to ensure CMA CGM leads in frictionless shipping logistics.Shift Quality Assurance from "Checklist Compliance" to "Outcome Excellence", prioritizing resolution and adding customer value.B. Multi-Channel Quality Audit ManagementBuild & implement the Global Quality Standards and audit framework through CMA CGM systems and tools to ensure end-to-end accuracy of customer shipments interactions and transactions.Implement structured Root Cause Analysis to identify systemic issues which fail to meet quality standards.Define calibration mechanisms and audit schedules to ensure score consistency across all Regions.Re-evaluate and establish an end-to-end communication framework (message architecture, tone standards, templates, escalation & validation paths, full solution on RFI’s) for customer interactions and customer automatic notifications/documents.C. AI & Automation Quality AssuranceSet up a simple system to check how well AI chatbots and automated email tools work. Use sample questions and expected answers to test them and make sure safety rules are followed.Work with the Process Engineering, Transformation, and Information Technologies teams to improve how our systems understand customer requests and respond, using feedback and quality issues to make interactions better.D. Customer Effort Reduction InitiativesAnalyze customer feedback through the tools of “Voice of Customer” across the shipment lifecycle (Customer service, Shipment Booking, Shipment BL release, Invoicing, Disputes, Shipment Arrival Notices, Shipment Delivery orders) and prioritize customer needs with reducing the efforts.Work with CMA CGM Regional and Local Offices to remove Customer First Contact Resolution (FCR) blockers and ensure consistent quality standards in the process.Define and maintain key shipment quality checkpoints with regular audits to reduce effort and prevent recurring issues.E. End-to-End Shipment Quality & Communication FrameworkEstablish quality dependencies for end-to-end shipment journey (Customer service -Booking → Documentation → Invoicing → Port loading/dwell times → Disputes → Delivery orders) with clear RACI and SLAs.Define communication cadence and governance (Quality Council, quarterly calibrations, cross-region reviews) to maintain global consistency.Embed service excellence KPIs and quality narratives into dashboards and performance management.QualificationsExperience: 8+ years in Quality Management & business operations related to Customer Care in service industry; ≥2 years in a Global/Regional role preferred within Shipping & Logistics.Domain Knowledge: Proven track record in Quality management systems and frameworks. Understanding of the shipping lifecycle (Customer service, Booking, Documentation, disputes etc.).Analytical Mindset: Lean Six Sigma certification is a plus; proven ability to turn audit data into business insights.Soft Skills: Exceptional influence-without-authority; cross-cultural collaboration; executive communication; change management.Technical Skills: IT proficiency and artificial intelligence knowledge to support operational and quality analysis. #J-18808-Ljbffr