Customer Service Representative - Export Reefer
CMA CGM

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 receives incoming Export Reefer phone calls and customer driven email requests related to export bookings and documentation. The representative performs research on complex issues, and provides information related to Export Reefer shipments. The representative provides proactive communication to customers regarding situations which might impact their shipments or opportunities that could allow for additional business.

• Answering phone and e-mail enquiries in allotted turnaround time in alignment with set KPI's
• Assist resolving operational issues with Internal and External customers to trouble shoot and provide problem resolution.
• Managing workflows, documentation release, rating, and bookings corrections when needed.
• Tracking and tracing as required by customer to ensure cargo is moving.
• Participate in root cause analysis, reporting of issues, and internal discussions related to execution of operations impacting the customer or operational costs.
• Performing self-evaluation for PMP, investigating training opportunities and submitting career navigation plans.
• Must be able to work Monday through Friday, 10 AM to 7 PM.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Basic Knowledge of CMA CGM organizational structure and services/network
• Basic Knowledge of the Transportation industry
• Strong knowledge of bookings, customer service, and/or documentation
• Basic understanding of CCA objectives & mission
• Proven ability to effectively communicate information and ideas
• Proven Problem Solving Skills
• Demonstrates ability to drive change by leveraging technology
• Demonstrates ability present proactive resolutions to maintain high performance results
• Excellent presentation, written communication, and interpersonal skills
• Ability to manage multiple project simultaneously and meet deadlines
• Ability to develop priorities, target levels of performance
• Ability to learn and adopt new ideas and procedures
• Proficient in computer skills, including Microsoft Applications (Outlook, Excel, Work)
• Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers
• Maintain a Professional demeanor and etiquette at all times
• Able to establish priorities, make decisions in a timely manner; can quickly separate the mission-critical
• Mobilizes resources to get things done, foresees and plans around obstacles; balances multiple activities and demands; uses time effectively and efficiently
• Does not hesitate to take on all issues, challenges and people; confronts and works through conflict professionally; not afraid to make decisions and tough actions, within their scope
• Tackles everything with drive and energy with an eye for the bottom line; drives to finish everything

EDUCATION AND EXPERIENCE REQUIREMENTS

• High School Diploma or GED required; Associate's degree preferred.
• 1+ years of general and industry experience required.
• Previous Customer Service experience preferred.

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

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