Export Customer Service Representative, North South Desk

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

 

Position Summary:

 

Effectively deliver Tier 1 level customer service to CMA CGM North South Desk export accounts. Export North South Desk Representative will provide bookings, booking modifications, identify bottlenecks and pro-actively communicate potential set-backs as well as short and long term solutions. The CMA-CGM North South Representative is to act as the liaison between internal / external customers and resolve operational issues that will in turn contribute to the success of the CMA CGM organization.

 

Essential Duties / Responsibilities:

 

• Manage all aspects of the Export North South Desk Including, bookings, CODs, tracking & tracing and tier 1 level customer service to ensure that our customers receive the highest level of service.
• Expedite complex correctors and amendments while ensuring US and foreign Country regulations are met.
• Expedite 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.
• Timely obtain Shipping Instructions for production of bills of lading and release as per customer’s requirements including chasing of Docs (NDNL).
• Liaison with CMA CGM agencies worldwide including SSC, as well as internal departments, to proactively ensure smooth transport of goods to final destination in a cost effective and timely manner.
• Create and maintain a strong rapport with accounts by personalizing each call or email to promote a Tier 1 level of customer service
• Maintain close communication with Cargo Flow and Trade to properly identify connection delays affecting ETA for inter-island services

 

Knowledge, Skills, and Abilities Required:

 

• Working knowledge of International Shipping preferred
• Export Booking or Documentation experience preferred
• Exceptional customer service skills
• Interpersonal & communication skills (written & verbal)
• Ability to multitask and handle a fast paced working environment.
• Strong organization & time management abilities
• High level of analytical and problem solving abilities
• Must be proficient in Microsoft Office applications (Excel, Outlook, Word, etc).
• Possess a mindset that clearly recognizes the importance & sensitivity of our customers
• Ability to work staggered hours as needed for departmental coverage
• Internal candidates are preferred to have a working knowledge with LARA, MIRA, DIVA, Rate Base, & Service Contracts
• Must have the ability to speak both English and Spanish

 

Education and Experience Requirements:

 

• High School Diploma or GED required; Associate's degree preferred
• 1+ years of general and industry experience required.

 

Come along on CMA CGM’s adventure! 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.