Client Solutions Representative - American President Lines : Job Details

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ID: 561277

Location:

Norfolk Va, US

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:

This role serves as the primary advocate for our clients, delivering accurate information and tailored solutions to support customers in importing and exporting shipments. The representative will promptly address all customer needs—whether routine or complex—to prevent service disruptions and ensure an exceptional customer experience. Responsibilities include analyzing data from multiple system platforms within a business-to-business contact center setting, managing both written and verbal communication to resolve client inquiries effectively. Additionally, the role involves proactive outreach to customers about potential shipment impacts or business opportunities. Ideal candidates are customer-focused, possess outstanding communication skills, and excel at generating innovative problem-solving strategies.

Key Responsibilities:

Respond to inbound calls and customer service emails within defined KPIs, delivering Tier 1 support while building strong, personalized relationships with customers. Provide relevant notices or updates as needed.

Monitor shipments by utilizing rail and terminal websites to provide accurate status updates. Manage new bookings, rating, and modifications through email, phone, and internal systems. Communicate shipment details including schedules, equipment availability, routing, delays, customs status, and vessel arrivals.

Act as a liaison between internal teams and external clients to resolve issues swiftly, prioritizing urgent cases to minimize service failures. Ensure clear and thorough communication to prevent misunderstandings or delays.

Follow up daily on all open customer requests and cases, updating tracking reports and assisting in resolving issues such as damaged cargo or lost containers. Generate monthly reports as required.

Conduct root cause analysis in case of service disruptions, collaborating with customers and internal teams to coordinate timely recovery actions.

Pursue ongoing training opportunities to enhance skills and contribute to process improvements.

Perform other duties and projects as assigned.

Education, Skills, and Experience:

Associate or bachelor's degree preferred.

Minimum of 1 to 2 years of general work experience required; industry experience is advantageous.

Exceptional written and verbal communication, with strong interpersonal skills. Previous shipping industry experience is a plus.

Proven phone etiquette and customer service skills in a high-volume call environment.

Strong analytical, problem-solving, and critical thinking abilities, with experience synthesizing information across multiple sources to resolve complex issues.

Collaborative mindset, able to work with cross-functional teams to identify root causes and drive continuous improvement.

Demonstrates sensitivity and respect for customer needs.

Ability to multitask effectively and thrive in a fast-paced, dynamic environment.

Adaptable to evolving workflows and business conditions.

Keen attention to detail with strong organizational and time management skills.

Proficient with Microsoft Office Suite (OneNote experience beneficial) and flexible in using a range of legacy and modern software systems.

Come along on CMA CGM's adventure! The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at [email protected]