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ID:  115297
Location: 

Nashville. Tn, US

Clerk, Export Refrigerated Customer Service Representative

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.

 

 

Job Title: Clerk, Export Refrigerated Customer Service Representative

 

DESCRIPTION This position serves as the customer interface for issues involving the tactical movement of export refrigerated cargo. This includes processing bookings, providing status updates, and other customer service inquiries. The primary interface with internal and external customers is via email; however, phone communication is required, necessitating the need for both verbal and written communication skills. The Export Refrigerated Customer Service Representative Clerk works in a team environment, handling issues for customers in the United States.

 

ACCOUNTABILITIES 1. Provide rate information to customers accurately and timely. This involves contract lookup while customer is on the phone and requesting bookings from customer or communicating to appropriate internal functions.

2. Identify and promptly communicate problems to management for resolution.

3. Courteously and accurately respond to customer questions about service contracts and/or tariffs. Includes ability to navigate through various tariff rules and footnotes and apply the information to commodity look-ups.

4. When customer calls to make a booking, follow process to meet customer’s booking needs. This includes confirming space and equipment capacity, applicable rate as well as a summation of the order in the format of the customer’s choice.

5. Assist customers in changing the status of their bookings/shipments, including canceling, rolling, advancing, splitting, consolidating, diverting or returning.

6. Answer customer and trucker booking and equipment availability inquiries.

7. Provide accurate information to customers by reviewing and interpreting systems generated data as well as taking into account other sources of information that may be relevant to the customer inquiry.

8. Process diversions as directed or authorized based on external request or internal need

9. Adjust invoicing as required to reflect value added service (VAS) additionals and other assessorials.

10. Courteously and accurately respond to customer questions about freight charges, as well as payment status.

11. Courteously and accurately respond to customer questions about container free time and associated charges.

12. Recognize customer dissatisfaction and take authorized action to address and resolve it.

13. Recognize and promptly report all data, service or customer information integrity issues.

14. Other duties as directed.

QUALIFICATIONS 1. High school degree or equivalent required.

2. 2+ years of previous customer service experience required.

3. Typing 35 wpm (proficiency to be tested).

4. Must possess excellent performance skills in the following areas: Commitment to task Coping Tolerance of ambiguity Interaction Versatility

5. Must possess and demonstrate a self-confident, outgoing, professional service-oriented demeanor and the ability to handle customers via telephone with appropriate tone, diction and enthusiasm.

6. Must possess dependability.

7. Must possess a proven high-level performance record.

8. Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook.

9. Must have flexibility to work any shift from 7 a.m. to 7 p.m.

10. For Internal candidates: Minimum three-year work relevant transportation experience (including 6 months experience involving direct customer interaction) combining any three of the following areas: International Tariffs Ocean Documentation Equipment Freight Cashier Sales/Customer Service Operations Logistics Cargo Delivery Must demonstrate an acceptable level of knowledge in each area. Equivalent training in the Customer Service Center may be substituted for the above.

11. Excellent attendance record during the past 12 months. ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES 1. Bachelor’s degree or some college coursework preferred. 2. Experience in the transportation industry is preferred. 3. Experience in team-based environment and Quality tools and techniques preferred.

KEY COMPETENCIES 1. Teamwork 2. Respect 3. Integrity 4. Innovation 5. Customer Focus Applicants who do not meet the position qualifications will be placed at either the BU-6 trainee level or BU-7 Customer Support position provided they meet the appropriate qualifications. Progression to next levels is dependent upon demonstrating competencies and availability of positions.

 

Come along on CMA CGM’s adventure

 

APL (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: Nashville

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