3-6 month Contract - Customer Service Coordinator

American President Lines; Montreal; On-site; CAD 40,000 - 60,000; Full time

Job summary

A logistics company is seeking a Customer Service Coordinator for a 3-6 month contract in Montreal. The role involves providing exceptional customer service, managing case inquiries, and assisting with shipping documentation. Ideal candidates should have previous customer service experience, a degree, and be bilingual in English and French.

Qualifications

• A university degree (3-year regular course) or equivalent is preferred.
• Experience in a customer service role is preferred.
• Bilingual - Fluent in written and spoken English and French.

Responsibilities

• Address customer inquiries and provide information.
• Assist customers with documentation and resolve issues efficiently.
• Monitor service levels and ensure compliance with standard procedures.

Skills

Customer service experience

Good communication skills

Problem-solving abilities

Organizational skills

Time management skills

Bilingual (English and French)

Education

University degree (3-year course) or equivalent

Transportation certificate

Job description

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ID: 563458

Location:

Montreal Qc, CA

3-6 month Contract - Customer Service Coordinator

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

CMA CGM Montreal is recruiting for a 3 month contract (with opportunity of extension) – ideal candidates are customer centric, have shipping/ logistics industry knowledge and are quick to learn.

ALL CANDIDATES MUST BE LEGALLY AUTHORISED TO WORK IN CANADA

SUMMARY:

Provide exceptional customer service to the group standard customers by offering support and customer education on our digital journey, tailored to meet the unique needs and expectations according to standard Treatment Level in line with Group SLA.

RESPONSIBILITIES:

Case Management

• Address customer inquiries, provide information, and resolve issues efficiently.
• Ensure all customer queries (via all channels) are responded to within agreed SLA & quality.
• Assist customers with documentation, including bills of lading and shipping instructions.
• Escalate complex or recurring issues to the Senior Customer Service Officer or Customer Care Supervisor.
• Monitor service levels and ensure compliance with standard procedures.
• Handle cases based on FIFO (First In, First Out) principles.
• Address customer complaints and provide timely solutions.
• Coordinate with internal teams for resolution and follow-ups.
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.).

QUALIFICATIONS AND PROFILE:

Education:

• A university degree (3-year regular course) or equivalent is preferred.
• A transportation certificate is an asset.

Experience:

• Experience in a customer service role is preferred.
• Minimum of 1 year of experience in liner shipping is an asset.
• Basic knowledge of shipping, including end-to-end shipment coordination.
• Good communication skills to interact with customers and senior management.
• Basic problem-solving and decision-making abilities.
• Good organizational and time management skills.
• Flexibility to adapt to changing priorities and work collaboratively.
• Bilingual - Fluent in written and spoken English and French.