Job Description:
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:
This position will act as frontline advocate for our clients by providing information and solutions to assist customers with importing and exporting their shipments. The representative will expedite all customer needs, whether complex or simple, to prevent service failures and ensure a positive customer experience. Responsibilities include analyzing information across various system platforms in a business-to-business contact center environment, including both written and on phone communication to address client inquiries and drive issue resolution. The representative will help provide proactive communication to customers regarding situations which might impact their shipments or opportunities that could allow for additional business. Requires associates who are passionate about customers, possess exceptional communication skills and ability to generate innovative solutions to problems.
Essential Functions and Duties:
- Answer incoming calls and customer service emails within the allotted KPIs ensuring customers receive tier 1 level customer service; cultivating a strong rapport with customer base by personalizing each call. Provide notices or other information to customers as applicable.
- Provide updates on shipments using relevant rail and terminal websites to provide accurate information to our customers. Make and rate new bookings and modify existing bookings as per customer's request via e-mail, phone, and internal systems). Provide updates to customers on shipments, sailing schedules, equipment availability, routing, holds, vessel arrival & customs information, delays, release status notifications using relevant tools, rail, and terminal websites.
- Liaise between external and internal customers for issue resolution, expediting all customer issues with high sense of urgency and reduce service failures, ensuring communication is clear and detailed to limit delays or misunderstanding amongst parties.
- Follow up on all open customer requests / cases daily, providing notices or other information to customers as applicable. Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc. Run monthly reports.
- In the event of service failures, conduct a root cause analysis to find out what caused the customer's problem and coordinate a prompt recovery response by collaborating with the customer and internal CMA CGM associates.
- Seek and attend training opportunities to grow. Seek opportunities to increase knowledge and collaborate to improve processes.
- Miscellaneous related duties and projects as assigned.
Education, Knowledge, and Experience:
- Associate or bachelor's degree preferred.
- Minimum 1+ years general work experience required. Industry experience preferred.
- Excellent written and verbal communication and interpersonal skills. Shipping industry experience is a plus.
- Excellent phone etiquette and proven customer service abilities in a high call volume environment.
- High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.
- Partners with internal and external departments to solve problems and conduct root cause analysis, when necessary, with a focus on continuous improvement.
- Demonstrate a mindset that recognizes the importance and sensitivity of our customers.
- Ability to multitask and handle a fast-paced working environment.
- Ability to adapt to an environment that is constantly evolving.
- Display attention to detail.
- Strong organization & time management abilities.
- Proficiency in the use of standard office computer applications, e.g. Microsoft Office Suite (OneNote experience is a plus); Flexibility to simultaneously utilize a wide range of systems and applications, from legacy to leading-edge, to drive change.
Come along on CMA CGM's adventure! CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.
Nearest Major Market: Hampton Roads
