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ID:  537310

Nashville. Tn, US

Analyst, Government Services

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. The Australian group consists of CMA CGM Australia, ANL Container Line Pty Ltd (a wholly owned subsidiary of CMA CGM group) and APL (a wholly owned subsidiary of CMA CGM group) with centralised offices in Melbourne and branch offices in all Australian states.

Summary Description


This position will be responsible for day-to-day quality Customer Care within Government Customer Service Team. The Analyst for Government Customer careprovides a foundation of problem solving, knowledge and expertise in front line interaction meeting customer needs as well as interaction with other locations and processes within APL. This position addresses problems requiring management level interaction; logistical analysis and empowerment.   Duties include but are not limited applying problem solving/critical thinking to resolve customer needs, liaison internally and be knowledgeable/follow internal processes, as well as apply knowledge/expertise leading to customer resolution. In addition, Analyst is expected to maintain booking accuracy and meet ay set forth KPI’s or expectation. This position works closely with the DC Trade and Operations teams and CMA CGM Operations and Service Delivery teams.


Segments managed in this role can be one or more of the following:  Military and Embassy Household Goods, Guam, Humanitarian Aid and US Flag Project Cargo.


Key Results


  • Booking Turn Time – Quality Assessment. All bookings are accepted within 2 hours of receipt as per KPI’s.  
  • Booking Accuracy. Review of Daily Booking Report – Audit Items. Capturing own errors at time of booking or within 24 hours. 95% accuracy
  • Email turn times. 2-hour KPI
  • Process Management Support. Ensure SOP'S are maintained, updated and filled in a shared location for all to access.


Key Accountabilities/Job Duties


  • Provide problem resolution in several area of interaction by following processes and ensuring follow up; Including but not limited to: special cargo, terminals/APL and non-APL, truckers/vendors, rail operations, shipment monitoring, and documentation.
  • Provides bookings consultation for vessel approvals with special cargo/fleet control, equipment approvals with equipment control, consulting customer, blocking bracing, terminal procedures and coordination with operations US/overseas.
  • Maintain positive relationships with internal partners and external contacts under difficult conditions and negotiates the best solutions for APL and its customers by following processes and follow up to resolution.
  • Takes initiative and acts as lead on projects. Sets tasks and priorities, delegates, as needed, and coordinates all aspects of multiple projects and makes recommendations on findings.
  • Provides rates consultation in the areas of rate construction, rate negotiation and rate filling when required.
  • Provides advanced knowledge of routine and alternative routes including use of multiple modes of transportation and a thorough knowledge of terminals.
  • Makes decisions concerning cargo movements to achieve best alternative and most cost-effective solution with guidance of Trade.


Job Qualifications


  • Bachelor’s, Associate, or 4-year technical degree preferred.
  • Excellent oral and written communication skills are a must, as is an ability to rapidly organize and analyze complex and diverse situations and large amounts of data.
  • English

APL is an Equal Opportunity Employer/Minorities/Female/Disabled/Protected Veteran/Gender Identity/Sexual Orientation.

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Nearest Major Market: Nashville

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