Customer Service Assistant

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. 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.

Position Summary:

This position will provide information and solutions and assist customers with importing and exporting their shipments. The representative will handle customer phone calls and customer requests via email to expedite resolution of all shipment issues. The representative will provide proactive communication to customers regarding situations which might impact their shipments and to guide potential customers in shipping with APL. This position requires associates to be passionate about customers, possess exceptional communication skills, to generate innovative solutions to problems.

Essential Functions and Duties:

• Greet and assist all walk-in customers.

• Monitor and respond to incoming emails and phone calls from customers. Provide optimal support and services with requested information, guidance and/or problem resolution.

• Receive, process, generate and rate new bookings (includes commercial/USG and USM shipment categories)

• Reconcile and audit information, bills of ladings, filed rates, service contracts and data from APL systems to ensure booking accuracy and meet customer expectations.

• Maintain records on reasons for changes/amendments for all inbound and export shipments.

• Generate preliminary, final manifest and export list to distribute to all internal teams and external organizations (ex., Guam Customs & Quarantine) for compliance with local and federal regulations.

• Release shipping documents to customers in a timely manner (commercial/USG and USM).

• Provide accurate and timely updates to customers regarding shipments, sailing schedules, equipment availability, and routing details using company web-based systems and applications.

• Provide timely notices or other information to customers as necessary – including, but not limited to, shipment holds, vessel arrival information, customs clearance information, voyage delays, and release status.

• When service failures occur, conduct root cause analysis and coordinate a prompt recovery response and solution by working with the customer and internal CMA CGM/ APL associates.

• Work closely with internal Sales and Operations Team, CMA CGM/APL Asia and US offices as well as locally based partners and vendors, including local trucking companies.

• Observe all company and department rules, requests, processes and procedures.

• Work hours will be 8am to 5pm Monday through Friday. Weekend and Holiday work may be required.

• As necessary, perform other miscellaneous administrative duties and projects not listed above.

Education, Experience, & Qualifications:

• High School Diploma or GED required.

• Associate degree preferred.

• Minimum 1 to 2 years of general work experience preferred.

• Excellent presentation, written communication, and interpersonal skills.

• High level of analytical and logical skills.

• Proficient to Advance user of Microsoft Excel, Outlook, Word, Internet Explorer

• Ability to drive change by leveraging technology.

• Ability to problem solve and provide proactive resolutions.

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

• Multi-tasking abilities to perform in a high-volume call center environment.

• Excellent phone etiquette and proven customer service abilities.

• High level of analytical, and problem-solving abilities.

• Display attention to detail.

APL is an Equal Opportunity Employer/Minorities/Female/Disabled/Protected Veteran/Gender Identity/Sexual Orientation. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at Applicant_Assistance@apl.com.