Client Solutions Representative, Exports

CMA CGM • Norfolk, VA

13d

About The Position

The Client Solutions Representative at CMA CGM acts as the frontline advocate for our clients, ensuring their logistics needs are met with efficiency and professionalism. The position will leverage understanding of international trade, import/export regulations, and supply chain processes to provide top-tier support and solutions. The position is crucial for expediting all customer needs, whether complex or simple, to prevent service failures and ensure a positive customer experience. Responsibilities include analyzing information across various system platforms in a business-to-business contact center environment, including both written and on phone communication, in order to address client inquiries and drive issue resolution. We are seeking professionals who are passionate about customer service, possess exceptional communication skills, and have the ability to generate innovative solutions to problems. Must be willing to work Monday through Friday, 8am - 5pm.

Requirements

• Basic understanding of U.S. and world geography
• Working knowledge of international shipping preferred
• Exceptional customer service skills, phone etiquette skills, and delivery in a high call volume environment.
• Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers.
• Excellent verbal and written communication and interpersonal skills.
• Strong organization & time management abilities.
• Ability to multitask and handle a fast-paced working environment.
• Ability to continuously learn in an environment that is constantly evolving.
• High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.
• Ability to work staggered hours as needed for departmental coverage.
• Proficiency in the use of standard office computer applications, e.g. Microsoft Office Suite (OneNote experience is a plus); Flexibility to simultaneously utilize a wide range of systems and applications, from legacy to leading-edge, to drive change.
• High School Diploma or GED
• 1-3 years General Experience

Nice To Haves

• Bachelor’s Degree
• Familiarity with a high-volume call center environment
• Flexibility and able to work in a team environment
• Business-to-business sales or relationship management
• Proficiency with customer relationship management (CRM) software, logistics management systems, and other relevant technology platforms used in the logistics industry
• Experience in handling and resolving conflicts, both with customers and within teams, to maintain a positive working environment and customer satisfaction.

Responsibilities

• Answer incoming calls and customer service emails within the allotted KPIs ensuring customers receive tier 1 level customer service; cultivating a strong rapport with customer base by personalizing each call. Provide notices or other information to customers as applicable.
• Provide updates on shipments using relevant rail and terminal websites to provide accurate information to our customers.
• Liaison between external and internal customers for issue resolution, expediting 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.
• Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc. Run monthly reports including MQC, aging, dwell, etc.
• In the event of service failures conduct a root cause analysis to find out what caused the customer's problem and coordinate a prompt recovery response by working with the customer and internal CMA CGM associates.
• Seek and attend training opportunities to grow. Seek opportunities to increase knowledge and collaborate to improve processes.
• MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees