Client Solutions Representative, Imports

Overview

Client Solutions Representative, Imports. Location : Norfolk, VA, US.

Led by Rodolphe Saadé, 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 and CMA CGM AIR CARGO, the Group offers a complete and efficient range of shipping, land, air, and logistics solutions. The Group is committed to the energy transition in shipping and aims to become Net Zero Carbon by 2050. Through the CMA CGM Foundation, the Group supports humanitarian crises by mobilizing shipping and logistics expertise to deliver humanitarian supplies. Present in 160 countries with more than 400 offices and 750 warehouses, CMA CGM employs over 155,000 people worldwide.

The Client Solutions Representative at CMA CGM acts as the frontline advocate for clients, ensuring their logistics needs are met with efficiency and professionalism. The role leverages knowledge of international trade, import / export regulations, and supply chain processes to provide top-tier support and solutions. The position expeditiously addresses customer needs and prevents service failures to ensure a positive customer experience. Responsibilities include analyzing information across multiple systems in a business-to-business contact center environment, including written and phone communication, to address inquiries and drive issue resolution. We seek professionals passionate about customer service with strong communication skills and the ability to generate innovative solutions.

Work hours : Monday through Friday, 10 : 00 am–7 : 00 pm.

Responsibilities

• Answer incoming calls and customer service emails within KPIs, providing tier 1 level service and building rapport with customers; provide notices or other information as applicable.
• Provide updates on shipments using relevant rail and terminal websites to supply accurate information to customers.
• Serve as a liaison between external and internal customers for issue resolution, expediting issues with a sense of urgency and reducing service failures. Communicate clearly and in detail to limit delays or misunderstandings.
• Update tracking reports and assist in problem resolution including damaged cargo and lost containers; run monthly reports including MQC, aging, dwell, etc.
• In the event of service failures, conduct root cause analysis and coordinate a prompt recovery by working with the customer and internal CMA CGM associates.
• Seek and attend training opportunities to grow; look for opportunities to increase knowledge and collaborate to improve processes.
• Miscellaneous related duties or projects as assigned.

Knowledge, Skills, Abilities

Qualifications

Education : Required High School Diploma or GED; Preferred Bachelor's Degree.

Work Experience : 1-3 years of general experience; familiarity with a high-volume call center environment; ability to work in a team; business-to-business sales or relationship management experience; proficiency with CRM software, logistics management systems, and other relevant technology in the logistics industry; experience resolving conflicts to maintain customer satisfaction.

Equal Opportunity Employer

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics is inconsistent with our values and will not be tolerated. Alternative application methods are available for individuals who cannot access our online system. For assistance, please contact us at orf.pse_recruiting@cma-cgm.com

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