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ID:  116834

Nashville. Tn, US

Customer Service Assistant, Finance

APL, one of the worlds leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide. We provide container transportation through our 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 group founded in 1978 by Jacques R. Saade. CMA CGM has a global presence thanks to its numerous vessels calling various ports all over the world. CMA CGM has grown continuously, and has been constantly innovating to offer its clients new sea, land and logistics solutions. Headquartered in Marseilles, the Group has employees all over the world in hundreds of agencies. With over 160 years of experience, APL has the knowledge and the expertise to help our customers grow their businesses and negotiate in an increasingly complex and ever-changing global marketplace – whether that is venturing into new territories or growing in already developed markets.

Job Title: Clerk, Military Customer Service Representative
Job Grade: BU6-BU9
Location: Nashville, TN
Company: APL
* If you are interested in this position, please visit C&Me to apply. Your manager must be aware that you are applying for this position.
Time Commitment: It is expected that his successful candidate will commit 12-18 months to this position before pursuing other opportunities.
This position serves as the primary customer interface for issues involving the tactical movement of military cargo under an APL bill of lading. This includes providing status updates, customs clearance information, cashier and documentation clearances for inbound cargo and processing bookings for export shipments.
1. Provide rate information to customers accurately and timely. This involves tariff lookup while customer is on the phone and requesting bookings from customer or communicating customer rate quote activity to appropriate internal functions.
2. Courteously and accurately respond to customers questions about tariffs. Includes ability to navigate through various tariff rules and footnotes and apply the information to commodity look-up.
3. Courteously and accurately respond to customer and trucker shipment availability inquiries.
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. Accountable for answering inquiries about holds (regulatory and internal) and informing customers of actions that need to be taken to facilitate cargo availability.
7. Provide accurate information to customers by reviewing and understanding systems generated data as well as considering other sources of information that may be relevant to the customer inquiry.
8. Courteously and accurately respond to customer inquiries about freight charges as well as payment status.
9. Courteously and accurately respond to customer inquiries about container free time and associated charges. May include creating and sending invoice as part of customer transaction.
10. Identify sales leads that come up during customer transactions and report to management or sales as directed.
11. Recognize customer dissatisfaction and take authorized action to address and resolve it.
12. Other duties as directed.
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
Tolerance of ambiguity
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
Freight Cashier
Sales/Customer Service
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.
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.
1. Teamwork
2. Respect
3. Integrity
4. Innovation
5. Customer Focus

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.









Nearest Major Market: Nashville

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