Support Manager, Container Incident Management

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

The Container Incident Management (CIM) Support manager will concentrate on the overall productivity and handing of container incidents to ensure staff delivers the best customer service possible. Diffuse difficult situations between the organization, our vendors/affiliates, and the customer. Have a thorough grasp on what makes good business sense for the company and the customer, and collaborate with the parties responsible for resolving the issue. Provide recognition and motivation of the team.

Functions and Duties

• Monitor Reps activity to ensure container incidents, special customer issues and import/export idles shipments are being resolved in a timely manner.
• Manage performance of team through annual performance evaluations and corrective action.
• Respond and take actions to customer concerns and complaints. Communicate with other departments and management to resolve problems and expedite work.
• Audit the work of the analyst for accuracy and content, and address errors with the analyst. Audit includes but is not limited to the billing of redelivery fees and billing liable parties (e.g., terminals, rails) for costs incurred by CMA CGM, the customer, etc. Observe and evaluate staff performance
• Prepare, maintain, and distribute KPI reports.
• Ensures adequate work schedule coverage during planned and unplanned absences. New hire training and Sales orientation training.
• Assists with escalated incidents that cannot be resolved by Reps due to complexity and/or long-term resolution.
• Communicate solutions, successes, and opportunities to management.

Knowledge, Skills, & Abilities

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

Qualifications

HS Diploma or GED

Work experience

5-10 years Office/Administrative experience

3-5 years Previous Customer Service,

1 year Logistics/Transportation

1 year Lara (preferred)

At American President Lines, we are committed to fair and equitable compensation practices. The expected salary range for this position is $67,000 - $84,000 per year. The actual salary offered will be based on a variety of factors including, but not limited to, the candidate’s qualifications, skills, experience, and location.
In addition to base salary, this position may be eligible for:
Performance-based bonuses
Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
Professional development opportunities
We believe in transparency and equity and are proud to be an equal opportunity employer. We encourage individuals from all backgrounds to apply.

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.