Military Customer Service Representative

APL, one of the world's leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide and provides container transportation through an international shipping network which combines high-quality intermodal operations with advanced technology, equipment and e-commerce.

APL is part of the CMA CGM Group, a leading worldwide shipping & logistics group with headquarters in Marseilles, France.
The Group offers a complete range of activities including shipping, handling facilities in port as well as logistics on land. The Australian group consists of CMA CGM Australia, ANL Container Line Pty Ltd (a wholly owned subsidiary of CMA CGM group) and APL (a wholly owned subsidiary of CMA CGM group) with centralised offices in Melbourne and branch offices in all Australian states.

 

 

The Military Customer Service Representative serves as the primary customer interface for issues involving the tactical movement of cargo. This includes providing status updates, customs clearance information, cashier and documentation clearances for inbound cargo and processing bookings for export shipments. The primary interfaces with internal and external customers are via phone and email and phone communication is required, necessitating the need for both verbal and written communication skills. The CSR works in a team environment, handling issues for customers in the CONUS region (United States, Central and South America).

ACCOUNTABILITIES

• Accept and Integrate Military Bookings via the EDI que.
• Auto-freight all container bookings.
• Process Military Break Bulk bookings and coordinate loading.
• Track and Trace Export and Import Military shipments.
• Identify any potential delays and provide proper notification to the
• customer as per the contract guidelines.
• Answer customer and trucker shipment availability inquiries via email and or phone.
• Assist customers in changing the status of their bookings/shipments, including canceling, rolling, advancing, splitting, consolidating, diverting, or returning. Ensure updates are within the parameters of the USC contract.
• Accountable for answering inquiries about holds (regulatory and internal) and advising customers of actions that need to be taken to facilitate cargo availability.
• Provide accurate information to customers by reviewing and interpreting systems generated data as well as considering other sources of information that may be relevant to the customer inquiry.
• Capture customer dissatisfaction: this includes taking ownership and resolving if appropriate.
• Identify problems that come up during customer interaction and bring them to resolution per defined processes.
• Identify data, service or customer information integrity issues and take action to resolve.
• Actively participate in company initiatives to plan and implement ideas and suggestions that benefit APL.
• Other duties as assigned.

 

QUALIFICATIONS

• High school degree or equivalent required.
• 2+ years of previous customer service experience required.
• Typing 35 wpm (proficiency to be tested).
• Must possess excellent performance skills in the following areas:
• Commitment to task
• Coping
• Tolerance of ambiguity
• Interaction
• Versatility
• Must possess and demonstrate a self-confident, outgoing, professional
• service-oriented demeanor and the ability to handle customers via
• telephone with appropriate tone, diction and enthusiasm.
• Must possess dependability.
• Must possess a proven high-level performance record.
• Proficiency in Microsoft Office, including Word, Excel, Power Point and
• Outlook.
• Must have flexibility to work any shift from 7 a.m. to 7 p.m.
• For Internal candidates: Minimum three-year work relevant transportation
• experience (including 6 months experience involving direct customer
• interaction) combining any three of the following areas:
  • Ocean Documentation
  • Equipment
  • Customer Service
  • Operations
  • Logistics
  • Cargo Delivery
• Must demonstrate an acceptable level of knowledge in each area.
• Equivalent training in the Customer Service Center may be substituted for
• the above.
• Excellent attendance record during the past 12 months.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Bachelor’s degree or some college coursework preferred.
• Experience in the transportation industry is preferred.
• Experience in team-based environment and Quality tools and techniques
• preferred.

KEY COMPETENCIES

• Teamwork
• Respect
• Integrity
• Innovatio