Documentation Customer Service Rep

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. 

Summary

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.  

Key Roles and Responsibilities

• 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 

Skills and Knowledge

• 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 

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.