APL Import Customer Service Representative, Premiere in Norfolk, Virginia

CMA CGM, founded and led by Jacques R. Saadé is a worldwide leading shipping group.

Its 536 vessels call more than 420 ports in the world, on all 5 continents. In 2015, they carried 18 million TEUs (twenty-foot equivalent units).

CMA CGM has grown continuously, and has been constantly innovating to offer its clients new sea, land and logistics solutions.

From its base in Marseilles, the CMA CGM Group is present in more than 160 countries through its network of over 600 agencies, with more than 29,000 employees worldwide (4,500 in France).

  • Ensure a Tier 1 level of customer service is provided.

  • Prepare a daily customized tracking report for each Premiere customer, to include all cargo in the pipeline.

  • Proactively identify bottlenecks, notify customer of all vessel delays, rolled cargo, and release issues.

  • Monitor customs releases and notify customer of any government holds. Push for pre-clearance of cargo for on-dock rail movement.

  • Prepare MQC reports, detention reports, and scorecards as needed.

  • Monitor all Intermodal moves from discharge until empty return of cargo.

  • Notify customers of all pick up numbers and last free days.

  • Validate rates per the SVC and prepare vessel statement invoicing.

  • Ensure all extended free time (demurrage/detention) is applied per the SVC.

  • Liaison between the customer, various functional groups, and overseas offices. Maintain open relationship with Sales and the Account.

  • Process diversions and rate disputes.

  • Monitor the idle equipment report. Coordinate with customer and trucker to ensure timely returns.

  • Coordinate customer’s hazardous shipments and claims issues.

  • Attend/hold account conference calls with customers.

  • Participate in on-boarding of respective account.

  • Ensure all customer SOP’s are up to date.

  • Other duties as required.

Skill Sets / Education & Experience Requirements:

  • High School Diploma required.

  • Minimum of 2 years customer service experience required

  • Exceptional customer service, interpersonal and communication skills (written and verbal)

  • Strong organizational, time management and problem solving abilities

  • Demonstrated ability to multitask

  • Must be proficient in basic Microsoft Office applications (Excel, Word, PowerPoint, etc).

  • Possess a mindset that clearly recognizes the importance and sensitivity of our customers.

  • Must be availble to work 8:00am - 5:00pm, Monday thru Friday.

Skill Sets / Education & Experience Preferred:

  • Associates Degree preferred.

  • Strong preference for Internal candidates to have a working knowledge within internal systems of LARA, MIRA and DIVA.

  • Strong preference for Internal candidates to have a basic understanding of rates, invoicing and service contracts.

  • Basic understanding of shipping industry preferred.

  • Advanced skills in Microsoft Office Excel preferred, (i.e. macros, data manipulation, formulas, lookups, formatting, pivot tables)

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.