What are the responsibilities and job description for the Client Solutions Representative, Export Elite/Premiere position at CMACGM?
CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group. Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.
Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.
This position will be responsible to :
Primarily act as liaison on Documentation concerns for our customers by:
Acting as a liaison between the SSC and External customers as well as CCA functional teams in order to resolve issues without undue delay.
Research and resolve escalated issues through root cause analysis to ensure closure with customer or overseas agents, analyze service failures and provide management options for corrective action.
Proactively track and trace shipments to ensure cargo is moving timely
When applicable, manipulate our Tariff/Contracting System to assist customer with contract, rates and tariff rule questions. Rate bookings using information given by customer to ensure accurate invoicing.
Monitor shipments arrival at destination and communicate with overseas counterparts to ensure timely release
Process corrections as requested by customers, in accordance with destination regulations, customer expectations, and department regulations and KPIs.
Release accurate bills of lading within the company’s standards as per customers’ requirements
Handle corrections received from shippers within established time limits. Coordinate with agents at destination as required to reduce service failures
In the event of service failures, coordinate a response for recovery by working with the customer and internal CMA CGM associates
Ensure high level of customer satisfaction by making accurate and complete bookings as per department standards.
Responsible to manage all aspects of export shipments including export bookings, tracking & tracing, and general customer service for Delmas customer base
Additional responsibilities may include:
Secure bookings via phone, email, and EDI services
Provide information to customer related to sailing schedule, equipment availability, routing, rates, etc
Understanding of IMDG regulations and ability to apply such knowledge during booking process
Proactively communicate and coordinate equipment, truck power, and allocation needs to functional teams.
Observe all company and department rules, requests, and procedures
Miscellaneous related duties or projects as assigned.
Skill Sets / Education & Experience Requirements:
High School Diploma required.
Minimum of 2 years customer service experience required.
Exceptional customer service, interpersonal and communication skills (written and verbal).
Strong organizational, time management and a high level of analytical and problem solving abilities.
Must be proficient in basic Microsoft Office applications (Excel, Word, PowerPoint, etc.).
Possess a mindset that clearly recognizes the importance and sensitivity of our customers.
Skill Sets / Education & Experience Preferred:
Bachelor’s Degree preferred.
Customer Service, Call Center and/or Shipping Industry experience preferred.
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.
Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.
This position will be responsible to :
Primarily act as liaison on Documentation concerns for our customers by:
Acting as a liaison between the SSC and External customers as well as CCA functional teams in order to resolve issues without undue delay.
Research and resolve escalated issues through root cause analysis to ensure closure with customer or overseas agents, analyze service failures and provide management options for corrective action.
Proactively track and trace shipments to ensure cargo is moving timely
When applicable, manipulate our Tariff/Contracting System to assist customer with contract, rates and tariff rule questions. Rate bookings using information given by customer to ensure accurate invoicing.
Monitor shipments arrival at destination and communicate with overseas counterparts to ensure timely release
Process corrections as requested by customers, in accordance with destination regulations, customer expectations, and department regulations and KPIs.
Release accurate bills of lading within the company’s standards as per customers’ requirements
Handle corrections received from shippers within established time limits. Coordinate with agents at destination as required to reduce service failures
In the event of service failures, coordinate a response for recovery by working with the customer and internal CMA CGM associates
Ensure high level of customer satisfaction by making accurate and complete bookings as per department standards.
Responsible to manage all aspects of export shipments including export bookings, tracking & tracing, and general customer service for Delmas customer base
Additional responsibilities may include:
Secure bookings via phone, email, and EDI services
Provide information to customer related to sailing schedule, equipment availability, routing, rates, etc
Understanding of IMDG regulations and ability to apply such knowledge during booking process
Proactively communicate and coordinate equipment, truck power, and allocation needs to functional teams.
Observe all company and department rules, requests, and procedures
Miscellaneous related duties or projects as assigned.
Skill Sets / Education & Experience Requirements:
High School Diploma required.
Minimum of 2 years customer service experience required.
Exceptional customer service, interpersonal and communication skills (written and verbal).
Strong organizational, time management and a high level of analytical and problem solving abilities.
Must be proficient in basic Microsoft Office applications (Excel, Word, PowerPoint, etc.).
Possess a mindset that clearly recognizes the importance and sensitivity of our customers.
Skill Sets / Education & Experience Preferred:
Bachelor’s Degree preferred.
Customer Service, Call Center and/or Shipping Industry experience preferred.
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.
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