Container Incident Management/ Service Delivery Representative (CIM)

American President Lines (APL), part of the CMA CGM Group, is the premier U.S.-flag carrier on the Transpacific proudly serving the American soldier and the U.S. Government for over 175 years. APL operates a network covering the United States, Asia, and the Middle East and provides global container transportation through our extensive international shipping network. With the combination of high-quality intermodal operations and advanced technology, equipment, and e-commerce, APL delivers world class logistics solutions. With proven knowledge and expertise, we help our customers navigate complexity and seize opportunities in the dynamic global marketplace.
 
As the U.S. maritime industry enters a new era of innovation and revitalization, APL is leading the way with bold investments designed to strengthen domestic capabilities and shape the future of American shipping.

Position Summary
A Container Incident Management/Service Delivery Representative (CIM) is responsible for managing and resolving container-related incidents and ensuring smooth service delivery. They handle customer inquiries, troubleshoot issues, coordinate with various teams to resolve problems, and provide timely updates to customers. They also monitor container movements, track shipments, and ensure compliance with safety and regulatory guidelines. The CIM plays a crucial role in maintaining customer satisfaction and optimizing container operations.

Functions & Duties
•    Using NOVA Tracking Report for incident case management    
•    KPI Matrix expected in delivering responses within 2-4 TAT    
•    Working incoming daily emails in NOVA – placing in Pending and Closing once completed    
•    Identify, recommend, and implement process improvements to Service Delivery    
•    Excellent organizational skills with strong attention to detail and ability to prioritize    
•    Strong analytical skills to assess situations, identify trends, and resolve problems    
•    Ability to recognize events and issues that should be raised to other teams    
•    Possess effective time management skills    
•    Ability to multitask with multiple deadlines    
•    Demonstrate analytical skills and proactive approach to problem solving    
•    Must possess a proven high-level performance record.    
•    Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook. Working knowledge of pivot tables beneficial    
•    Must have flexibility to work any shift from 7 a.m. to 7 p.m.    
•    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.    

Knowledge, Skills, Abilities 
•    Experience in the transportation industry is preferred.
•    Experience in team-based environment and Quality tools and techniques preferred.

Qualifications 
Education
Required/Preferred    Education Level    Description
Required    High School Diploma or GED    
Preferred    Bachelor’s Degree    Bachelor’s degree or some college coursework preferred. 

Work Experience
Experience    Years of Experience    Description
General Experience    5-10 years    Experience in the transportation industry is preferred. Experience in team-based environment and Quality tools and techniques preferred.

Industry Experience    3-5 years    

The Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment.  Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. 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.