Client Solutions Representative - Premium

CMA CGM • Norfolk, VA

65d

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, 11am - 8pm.

Requirements

• High School Diploma or GED required.
• 1-3 years of experience in a high-volume call center environment.
• Familiarity with 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.

Nice To Haves

• Bachelor’s Degree preferred.
• Working knowledge of international shipping preferred.
• Basic understanding of U.S. and world geography.
• Exceptional customer service skills and phone etiquette.
• Strong organization & time management abilities.
• Ability to multitask and handle a fast-paced working environment.
• High level of analytical, problem-solving, critical thinking abilities.
• Proficiency in the use of standard office computer applications, e.g. Microsoft Office Suite.

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 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.
• Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc.
• Run monthly reports including MQC, aging, dwell, etc.
• Conduct a root cause analysis in the event of service failures to find out what caused the customer's problem and coordinate a prompt recovery response.
• Seek and attend training opportunities to grow.
• Seek opportunities to increase knowledge and collaborate to improve processes.
• Perform miscellaneous related duties or projects as assigned.

What This Job Offers

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