APL Export Customer Service Representative, Oceania Desk in Norfolk, Virginia
CMA CGM, founded by Jacques R. Saadé, is a leading worldwide shipping group. Its 504 vessels call more than 420 ports in the world on all 5 continents. In 2017, they carried 18.9 million TEUs (twenty-foot equivalent units).
Now headed by Rodolphe Saadé, CMA CGM enjoys a continuous growth and keeps innovating to offer its customers new maritime, terrestrial, and logistical solutions.
With a presence in 160 countries and through its 755 agencies network, the Group employs more than 30,000 people worldwide, including 2,400 in its headquarters in Marseilles.
This position will be responsible to:
Answering ANL Oceania Customer Service phone lines within the allotted KPIs, cultivating a strong rapport with ANL Oceania customer base by personalizing each call or email to promote a Tier 1 level of customer service
Manage all aspects of the ANL Oceania Desk Email Boxes including, email and EBusiness request, diversions, tracking & tracing, documentation and provide Tier 1 level customer service to Oceania accounts ensure that our customers receive the highest level of service. Expedite all customer issues with high sense of urgency and reduce service failures. Ensure communication is clear and detailed to limit delays or misunderstanding amongst parties.
Expedite all customer issues with high sense of urgency and reduce service failures. Ensure communication is clear and detailed to limit delays or misunderstanding amongst parties and retrieve necessary information. Monitor General/Premiere cargo for timely freight and customs release and communicate any issues to customers. Coordinating with logistics and truckers to arrange cargo delivery. Expedite dwelling cargo, as needed.
Perform tracking/tracing of all cargo in the pipeline
Update tracking reports with upcoming shipments using DIVA
Assist in problem resolution including damaged cargo, lost containers, etc.
Run monthly reports including MQC, aging, dwell, etc.
Ensure all Arrival notices are sent according to established KPI’s.
Check B/L Logs them daily to ensure timely release of cargo.
Confirm IT’S were acknowledged and issued correctly by running appropriate DIVA Reports,
Confirm all releases are at the terminal and the Vessel Arrival was accepted.
Confirm vessels were closed to 70 statuses and monitor idle process to ensure procedures are followed.
Ensure all ANL’s requirements (OBL, Customs Release, and Payment) are met prior to cargo release.
Ensure all messages received from SSC in the ANL Import CS mailbox are handled within 2 hours.
Monitor and action all messages in the ANL Import CS mailbox.
Liaison with ANL Oceania agencies including SSC, as well as internal departments, to proactively ensure smooth transport of goods to final destination in a cost effective and timely manner. Maintain close communication with Operations and Trade to properly identify connection delays affecting ETA for Oceania services
Coordinate with peers and management to support ongoing issues and assistance in functions as needed. Knowledge and process improvement collaboration.
Miscellaneous related duties or Projects as assigned.
Skill Sets / Education & Experience Requirements:
High School Diploma required;
Minimum of 1-3 years customer service experience required
Exceptional customer service skills
Excellent presentation, written communication, and interpersonal skills
Ability to multitask and handle a fast paced working environment.
Strong organization & time management abilities
High level of analytical and problem solving abilities
Must be proficient in Microsoft Office applications (Excel, Outlook, Word, etc).
Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers
Ability to work staggered hours as needed for departmental coverage
Internal candidates are preferred to have a working knowledge with LARA, MIRA, DIVA, Rate Base, & Service Contracts
Demonstrates ability to drive change by leveraging technology
Must be available to work 11am-8pm, Monday thru Friday
Skill Sets / Education & Experience Preferred:
Associates Degree preferred.
Shipping Industry experience preferred.
Working knowledge of International Shipping preferred
Import Documentation 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.