Senior Analyst, Government Services.

CMA CGM•Nashville, TN

1d•$61,000 - $76,000

About The Position

This position will be responsible for day-to-day quality Customer Care within Government Customer Service Team. The Sr. Analyst for Government Customer Care provides a foundation of problem solving, knowledge and expertise in front line interaction meeting customer needs as well as interaction with other locations and processes within APL. This position addresses problems requiring management level interaction; logistical analysis and empowerment. Duties include but are not limited applying problem solving/critical thinking to resolve customer and internal needs, liaison internally and be knowledgeable of a wide variety of topics to follow internal processes, as well as apply knowledge and expertise while leading to customer resolution. In addition, the Sr. Analyst is expected to maintain booking accuracy and meet ay set forth KPI’s and expectations. This position works closely with the Virginia Trade and Operations teams, CMA CGM Operations, Service Delivery, and CMA CGM Agencies around the globe. This role will support one of the following business segments may include: US Flag, Guam, Relief Cargo or Military HHGS. Segments handle various cargo types including dry, refrigerated, out of gauge, shipper owned, hazardous, and breakbulk. This position requires support for both export and import cargo in high volume. A large majority of this cargo is project cargo, which means there is a regular flow of changing customer base, cargo types, and demand. Project management, adaptability, interpretation of information, and critical thinking are valuable skills for this role.

Requirements

Action Oriented: Takes initiative, prioritizes tasks effectively, and consistently drives work to timely completion.
Communicates Effectively: Communicates clearly in verbal and written form; listens actively and ensures mutual understanding.
Collaboration: Works cooperatively with team members and cross functional partners to achieve shared goals and maintain a positive team environment.
Customer Focus: Provides high quality service by understanding customer needs, responding promptly, and ensuring a positive experience.
Trustworthiness: Demonstrates integrity, reliability, and discretion while maintaining confidentiality and honoring commitments.
Problem Resolution: Identifies issues quickly and applies effective solutions while following established guidelines and procedures.
Critical Thinking: Uses logic, data, and sound judgment to evaluate information and make informed decisions.
Adaptability: Adjusts effectively to shifting priorities, changing environments, and new assignments with a positive, flexible attitude.
Entry-Level Excel Skills: Performs basic Excel functions such as data entry, sorting, filtering, formatting, and using simple formulas (SUM, AVERAGE, COUNT).
High School Diploma or GED
3-5 years General Experience
1-3 years Industry Experience

Nice To Haves

Bachelor’s Degree

Responsibilities

Provide problem resolution in several area of interaction by following processes and ensuring follow up; Including but not limited to: special cargo, terminals/APL and non-APL, truckers/vendors, rail operations, shipment monitoring, and documentation.
Provides bookings with consultation for vessel approvals when required with special cargo/fleet control, equipment approvals with equipment control, consulting customer, blocking bracing, hazardous requirements, terminal procedures and coordination with operations US/overseas.
Optimizing and building work processes to streamline workload and improve support. Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Maintain positive relationships with internal partners and external contacts under difficult conditions and negotiates the best solutions for both APL and the customers by following processes and follow up to resolution.
Takes initiative and acts as lead on projects. Sets tasks and priorities, delegates, as needed, and coordinates all aspects of multiple projects and makes recommendations on findings.
Make limited financial decisions with regards to cargo free time, freight rate reductions, motor carrier costs, and Service Recovery waivers

Benefits

Performance-based bonuses
Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
Professional development opportunities

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