Customer Service Representative

American President Lines is hiring customer service representatives for our Nashville location. A successful Representative will ensure responsibilities are processed in a timely and accurately manner, effectively communicating with internal parties, Vendors and Customers to avoid delays and maintain customer satisfaction. Vacancies include:

Cargo Readiness:

The Cargo Readiness Representative will oversee the export process after the booking stage, with the focus on optimizing the loading process by tracking, tracing, and chasing for container activity and documentation submission on time, as well as by providing end to end visibility on the booking materialization status, anticipating actions that will enable better control and cargo allocation on the vessels, while reducing booking fall-downs. All to be coordinated with other departments such as Booking Desk, Cargo Flow, Equipment, Logistics, Operations, GBS centers and customers.

Areas of communication with customers and other departments will consist in:

• Check for lading intention i.e., whether the booking will be utilized for a given voyage or be rolled or canceled.
• Check for container activity i.e., whether the empty container will be released or if the full container will be delivered to the terminal.
• Check whether different documentation is received and complete according to the criteria, timeline, and established cut-offs.
• Booking information and documentation are accurate and up to date timely in LARA and at the terminal.

Cargo Readiness Accountabilities:

• Manage vessel milestones, chasing communication process and cutoffs while ensuring cargo activity and documentation compliance for each vessel
• Track and trace rail cargo to ensure network fluidity and limit exposure to cargo idling at XRX status
• Complete event’s changes in the system (booking adjustments, vessel clean-up after SLCs) within the next working period (12pm or 5pm)
• Working incoming daily emails for problem resolution (KPI expected in delivering responses within 2-hour TAT)
• Provide end to end visibility to the booking overall materialization status by creating and providing the proper Cargo Readiness Report
• Identify, recommend, and implement process improvements for Cargo Readiness
• Calling for No Activity on large lot container bookings based on the specific service allocation
• Calling for Docs on booking the morning of Port Cut
• Proactive VGM resolution
• Proactive management HAZ booking for acceptance validation
• Proactive track and trace against downline vessel cutoff
• Management of true NDNL shipments
• Shared oversight of dwelling XRX containers with the new Idle team
• Will be moving onto the NOVA for CR shipment management

Container Incident Management/Service:

An IM Representative will be responsible for the management and processing of the following:

• Redelivered export loaded containers to customers
• US imported containers that are required to be Re-exported back to the foreign origin location
• US origin exported containers that are required to be Returned from the foreign location back to the US customers
• The application, removal or change of hazardous placards on containers imported to the US
• Seal issues; missing or discrepancies
• Leaking, Leaning, or damaged import or export containers
• Transloading of import or export containers
• Missing or Lost import or export containers
• Resolution of Empty Laden containers found at foreign PODs

Container Incident Management/Service Accountabilities:

• Using NOVA Tracking Report for incident case management
• KPI Matrix expected in delivering responses withing 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

Idle Management:

This role exists to support the Idle Management team in managing Idle Cargo.

An Idle Representative is responsible to track import and export containers that remain idle for an extended periods with transport vendors, at a customer location, or in port or ramp locations. They are responsible to effectively communicate via phone and or email with the applicable parties to have the containers move to the next state as identified in the Idle SOP to end idle status. They work in conjunction with the GBSI Idling team who generate reports and process Pre and Final Lien letters to customers via email and in the case of Final Lien letters also via FedEx.

A successful Representative will ensure containers deemed idle are reviewed and actioned per process requirements. They will work from idling reports and work lists provided by management and will be responsible to resolve the idling situation in a timely and accurately manner. They will use NOVA to manage the idling cases and effectively communicate with internal parties, Vendors and Customers to avoid delay, costs and maintain customer satisfaction.

If containers are idle beyond applicable free time the responsible party will be charged Detention and / or Demurrage. If the idling is not resolved legal action may be initiated to recover containers or seize cargo, with all costs for the account of the applicable party.

Idle Management – Representative Accountabilities:

• Review idle reports and take required course of action per Idle SOP
• Provide feedback to GBSI Idle team on data issues
• Contact applicable parties to have them take action or provide intent on idling containers
• Record status updates in NOVA
• Collecting all documents issued and sent to the customer when completing and sending Salvage Packets to Norfolk Salvage Team
• Assisting foreign PODs by contacting US Shippers regarding Idle Containers at POD
• Produce Idle reports including appropriate data
• Distribute Idle reports with designated stakeholders

Documentation:

This role exists to support and facilitate US Customer escalations and serve as a liaison between GBSI Documentation Team, Internal Departments and External Customers.

A Doc Support Representative is responsible to respond to phone and email queries, facilitate urgent corrections, monitor the Vessel Filing schedule and assist with contacting customers regarding RFI’s. Adhere to all corporate and departmental standards while ensuring compliance with Country rules and regulations including US CBP requirements and compliance.

The primary interface with internal and external customers is via email; however, telephone communication is required, necessitating the need for both verbal and written communication skills. The Documentation Support rep works in a team environment, handling issues for customers in the United States.

Documentation Accountabilities:

• Process Agency RFI Report including customer notification
• Support Internal and External Customer escalations for North America
• Researching various items (Rules and Regulations, Partner Code discrepancies, POD requirements)
• Monitor manifest requirements for NDNL Countries and ensure manifesting is processed timely
• Print OBLs for North America Customers
• Support Lost OBL Process per HO instructions

QUALIFICATIONS

• High School diploma or equivalent required.
• Previous Customer Service Experience/Logistics/Transportation– 1 year preferred
• LARA – 1 year 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
• 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

ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES

• Bachelor’s degree or some college coursework preferred.  
• Experience in the transportation industry is preferred.
• Experience in team-based environment and Quality tools and techniques preferred.

KEY COMPETENCIES

• Teamwork
• Respect
• Integrity
• Innovation
• Customer Focus