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ID:  533134

Norfolk Va, US

ANL Oceania Export Customer Service 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:


Responsible to manage all aspects of export shipments for ANL Oceania customers including export bookings, export documentation, hazardous and specialized cargo. Answer ANL Oceania customer service phone lines and respond to e-mails from customers, secure bookings via phone, email and eBusiness within the assigned KPIs. Tracking and tracing export shipments to ensure cargo is moving in a timely manner. Identify bottlenecks and pro-actively communicate potential set-backs as well as short and long term solutions. Prepare reports for customers as defined and attend meetings/conference calls as required. Assist customers and peers to resolve operational issues with internal departments to ensure satisfactory end result. Maintain a high level of teamwork and proactive action to prevent potential service and process errors.



Essential Duties / Responsibilities:


  • Answering ANL Oceania Customer Service phone lines within the allotted KPI to secure bookings and consult customers on intricate export issues.
  • Cultivate a strong rapport with ANL Oceania customer base by personalizing each call or email to promote a Tier 1 level of customer service.
  • Manage all aspects of the ANL Oceania Desk Email Boxes including, email and EBusiness bookings, CODs, tracking & tracing, documentation and provide Tier 1 level customer service to Oceania accounts ensure that our customers receive the highest level of service.
  • 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 and all necessary documentation for production of bills of lading including chasing of Docs (NDNL) and Rates Support as well as confirmation of weekly lifts from the ANL Oceania customer base.
  • Liaison with ANL Oceania agencies including SSC, as well as internal departments, to proactively ensure smooth transport of goods to final destination in a cost effective and timely manner.
  • Maintain close communication with Operations, Cargo Readiness and Trade to properly identify connection delays affecting ETA for Oceania services.
  • Coordinate with peers and management to support ongoing issues and assistant in functions as needed. Knowledge and process improvement collaboration.
  • Miscellaneous related duties or projects as assigned.


Knowledge, Skills, and Abilities Required:


  • Working knowledge of International Shipping preferred
  • Export Booking or Documentation experience preferred
  • Exceptional customer service skills
  • Excellent presentation, written communication, and interpersonal skills
  • 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).
  • Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and 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
  • Demonstrates ability to drive change by leveraging technology


Education and Experience Requirements:


  • High School Diploma or GED required.
  • 1+ years general business experience required.
  • Associate’s Degree
  • Internal candidates are preferred a working knowledge with LARA, MIRA, DIVA, Rate Base, & Service Contracts


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.



















Nearest Major Market: Hampton Roads

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