Client Solutions Representative

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
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. 

Functions & Duties
•    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   

 

Knowledge, Skills, Abilities 
•    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.  

 

Qualifications 
Education
Required/Preferred    Education Level    Description
Required    High School Diploma or GED    
Preferred    Bachelor’s Degree    

Work Experience
Experience    Years of Experience   
General Experience    1-3 years  

Familiarity with a high-volume call center environment 
Flexibility and