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ID:  110641
Location: 

Norfolk Va, US

Client Solutions Representative, Export Strategic BCO

 

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations. 

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

 

 

 

Position Summary:

 

The Strat BCO Representative is responsible for delivering a high level of customer satisfaction.  The representative monitors shipments in the pipeline, performs research on complex issues, and provides information related to import shipments for customers on the BCO Desk while delivering an exceptional customer experience.  The position also requires proactive communication to customers regarding situations which may impact their shipments or opportunities that could allow for additional business.  The position works closely with all other internal departments, and requires associates who are passionate about customers, possess exceptional communication skills, and can generate innovative solutions to problems. 

 

This position will be responsible to:

 

  • Perform analysis of all cargo in the pipeline, notify the customer, broker, hauler, internal teams, etc. of any action items found from review
  • Monitor cargo for timely freight and customs release and communicate any issues to customers, as well as their broker, haulers, and/or warehouses.
  • Coordinate with logistics and truckers to arrange cargo delivery
  • Communicate across departments to retrieve necessary information and correct issues that will upset the happy flow of cargo.
  • Enter any received delivery orders in Lara
  • Present customer with tracking reports
  • Process diversions
  • Assist in problem resolution including damaged cargo, lost containers, etc.
  • Respond to customer inquiries and requests in a timely manner
  • Identify gaps/opportunities for process improvements across multiple functional teams within the organization in order to improve the customer experience. Escalate and share in order to create additional internal efficiencies
  • Answering phone, e-mail inquiries in allotted turnaround time in alignment with set KPI’s
  • Research scorecards received from customers for possible improvements in processes, reporting or for discrepancies.
  • Engage in Quarterly Business Reviews with Sales and customer
  • Assists Supervisor with new account onboarding, SOP updates, scorecard reveiws, and general reporting
  • Performing self-evaluation for PMP, investigating training opportunities and submitting career navigation plans.
  • Miscellaneous related duties or projects as assigned.

 

Skill Sets / Education & Experience Requirements:

 

  • High School Diploma required.
  • Minimum of 1-2 years customer service experience required.
  • Proven ability to effectively communicate information and ideas
  • Proven Problem Solving Skills
  • Demonstrates ability to drive change by leveraging technology
  • Demonstrates ability present proactive resolutions to maintain high performance results
  • Excellent presentation, written communication, and interpersonal skills
  • Ability to manage multiple project simultaneously and meet deadlines
  • Ability to develop priorities, target levels of performance
  • Ability to learn and adopt new ideas and procedures
  • Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers
  • Always maintains a Professional demeanor and etiquette
  • Able to establish priorities, make decisions in a timely manner; can quickly separate the mission-critical
  • Mobilizes resources to get things done, foresees and plans around obstacles; balances multiple activities and demands; uses time effectively and efficiently
  • Does not hesitate to take on all issues, challenges and people; confronts and works through conflict professionally; not afraid to make decisions and tough actions, within their scope
  • Tackles everything with drive and energy with an eye for the bottom line; drives to finish the task
  • Basic knowledge of Microsoft applications (Word, Excel, Outlook, etc.)
  • Must be available to work 9:00am -6:00pm, Monday thru Friday.

 

Skill Sets / Education & Experience Preferred:

  • Associate’s Degree preferred.
  • Basic knowledge of rates, invoicing, and service contracts
  • Solid knowledge of customer service, and/or documentation
  • Solid working knowledge of shipping industry
  • Basic understanding of intermodal concepts
  • Basic knowledge of LARA, C-Reports

Come along on CMA CGM’s adventure !

 

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons  without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.

 

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Nearest Major Market: Hampton Roads

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