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Customer Service Representative

Company: CMA CGM
Location: Norfolk
Posted on: August 3, 2022

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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