3-6 month Contract - Customer Service Coordinator

CMA CGM; Montreal; On-site; CAD 40,000 - 55,000; Full time

Job summary

CMA CGM, a global leader in shipping, is seeking a Customer Service Representative for a 3-month contract. The role involves providing outstanding customer support, managing inquiries, and ensuring compliance with service levels. Candidates should have a degree, experience in customer service, be bilingual in English and French, and possess strong communication and problem-solving skills.

Qualifications

• University degree preferred or equivalent.
• Experience in a customer service role preferred, ideally with at least 1 year in liner shipping.
• Flexibility to adapt to changing priorities.

Responsibilities

• Provide exceptional customer service by addressing inquiries and resolving issues.
• Monitor service levels and coordinate with internal teams for resolutions.
• Assist customers with documentation related to shipments.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Organizational skills

Bilingual (English and French)

Education

University degree (3-year regular course)

Transportation certificate

Job description

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.

Service Level Management

• 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.

Skills & Competencies:

• 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.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER!

Come along on CMA CGM’s adventure !