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Advanced Customer Service Representative

2 months ago

Miami, Florida, United States CMA CGM Full time
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 help provide information and solutions to assist customers with importing and exporting their shipments. The representative will assist with handling phone calls and customer requests via email expediting all customer complex and simple issues by quickly resolving to reduce service failures or loss of business. 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 emails and calls from customers supporting them with requested info and/or problem resolution (sometimes contacting overseas agents etc.) to ensure we maintain SLA.
  • Make and rate new Bookings and modify existing bookings as per customer's request (via e-mail, phone, and EDI platforms.
  • Provide updates to customers on shipments, sailing schedules, equipment availability, routing etc. using relevant tools, rail and terminal websites etc. in order to provide accurate information to our customers.
  • Provide notices or other information to customers as applicable for holds, vessel arrival information, customs information, delays, or release status notifications.
  • Follow up on all NOVA pending cases daily, and cases reopened by customers.
  • In the event of service failures conduct a root cause analysis to find out what caused the customers problem and coordinate a prompt recovery response by working with the customer and internal CMA CGM associates.
  • Observe all company and department rules, requests, and procedures.
  • Miscellaneous related cuties and projects as assigned.
Education, Knowledge, and Experience:
  • High School Diploma or GED required.
  • Associate degree preferred.
  • Minimum 1+ years general work experience preferred.
  • Excellent presentation, written communication, and interpersonal skills.
  • Proficient computer skills to include basic Microsoft applications (Excel, Outlook, Word, Internet Explorer).
  • Ability to drive change by leveraging technology.
  • Ability to problem solve and provide proactive resolutions.
  • Demonstrate a mindset that recognizes the importance and sensitivity of our customers.
  • Multi-tasking abilities to perform in a high-volume call center environment.
  • Excellent phone etiquette and proven customer service abilities.
  • High level of analytical, and problem-solving abilities.
  • Display attention to detail.
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