Global Customer Care CRM support Expert

The Customer Care CRM expert is responsible for supporting CRM Global Experts of CEVA's global customer relationship management tool (C-View) to meet business requirements and ensure efficient processes and reporting. This role supports execution of C-View roadmap aligned with the business and Customer Care Strategy.

The focus of the role lies in support of global users community, increasing adoption for the users, through implementation and training of new processes within C-View as well as day to day support.

What are you going to do?

• Administrator of all global users. Day to day support and training of global users and local -Trainers.
• Improving adoption and increase of user value, of C-View by ensuring there is sufficient and up to date training and processes. Making sure there are regular post implementation reviews to ensure functionalities are working properly. Managing the global Chatter communities and promoting the collaboration tool for improved communications.

Data (mass) updates

• Preparation of new training materials and update existing materials in line with recent developments. Owning and executing communication and training around Cview improvements.
• Support to CRM manager in projects and ad hoc requests.
• Support the development of C-View, in line with the roadmap. This includes working closely with the IT development team, being responsible for testing and implementation of changes
• Giving input to C-View roadmap by engaging with medium and senior leaders, which is aligned with the global customer care roadmap. This includes working with the global account managers, sector leaders, regional leaders, field sales, local administrators, system and process specialists, digital team, global reporting team and business line teams.
• Advising the C-View community on implementation of applications related to Salesforce (app exchange), continuous monitoring of changes within Salesforce solutions and CRM industry changes to drive improvement.
• Create and maintain global KPI Report & Dashboard (sales & services)

• Master's degree in IT, Business, Logistics, Supply Chain
• Significant experience in Salesforce administration, CRM, or customer support in a global environment.
• Logistics/transportation background is a plus.
• Technical Skills: Salesforce admin, C-View, mass data updates, KPI reporting (Tableau/Power BI)
• Experience in user training, creating materials, and driving adoption.
• Excellent English (mandatory), pedagogy, collaboration, problem-solving, and adaptability.
• Project Collaboration, working with IT, business leaders, and cross-functional teams on CRM roadmap.
• Proactivity, Self-driven, with a focus on continuous improvement and user engagement

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation.

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL. We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement. DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you "Dare to Grow" with us?