Customer Service Representative
Company: CMA CGM
Location: Norfolk
Posted on: August 3, 2022
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Job Description:
CMA CGM Group, founded by Jacques R. Saad--, is a leading
worldwide shipping & logistics group. Now headed by Rodolphe
Saad--, 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.
Position Summary:
The Customer Service Representative 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 duties and projects as assigned
Education, Knowledge, and Experience:
High School Diploma or GED required
Associate degree preferred
Minimum 1 to 2 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
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.PI185648752
Keywords: CMA CGM, Norfolk , Customer Service Representative, Hospitality & Tourism , Norfolk, Virginia
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