Customer Service Coordinator - Import/ Export

American President Lines; Montreal (administrative region); On-site; CAD 42,000 - 62,000; Full time

Job summary

CMA CGM Group in Montreal is seeking a Customer Service Coordinator to manage import/export shipments, answer inquiries, and provide proactive status updates to customers. You will ensure requests are handled efficiently, aligning with SLA and quality standards.

Role requires bilingual communication, collaboration with internal teams, and promotion of digital tools while identifying opportunities to upsell basic value-added services. University degree and shipping experience preferred.

Qualifications

• University degree and transportation certificate are assets.
• Fluent in English and French with strong written and verbal communication.
• Experience in shipping, logistics or transportation customer service preferred.

Responsibilities

• Address customer inquiries, provide information, and resolve issues efficiently.
• Respond to all queries within SLA and quality standards.
• Assist customers with documentation such as bills of lading and shipping instructions.
• Provide proactive shipment status updates to customers.
• Coordinate with internal teams for resolution and follow-ups.
• Promote digital platforms and educate customers on digital tools.

Skills

Bilingual English/French

Salesforce

Customer communication

Education

University degree

Transportation certificate (asset)

Job description

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Location:

Montreal Qc, CA

Customer Service Coordinator - Import/ Export

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.

a Customer Service Coordinator to join our Team

CANDIDATES MUST BE LEGALLY AUTHORIZED TO WORK IN CANADA: valid work permit, permanent resident or citizen.

POSITION SUMMARY

The Customer Service Coordinator plays a key role in delivering outstanding customer service by providing support and guidance on export and import shipments. This position focuses on addressing the specific needs and expectations of customers while adhering to established policies and standards.

ESSENTIAL DUTIES & RESPONSIBILITIES

• 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.
• Provide proactive shipment status updates to customers.
• Coordinate with internal teams for resolution and follow-ups.
• Promote digital platforms and educate customers on digital tools.
• Identify opportunities for upselling basic value-added services (VAS).
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.).

QUALIFICATIONS

• Education:University degree and transportation certificate an asset.
• Experience: Proven experience in a customer service role, preferably at least one year within the shipping, logistics, or transportation industry.
• Other:
  • Bilingual is a must -Fluent in written and spoken English and French; additional language skills are a plus.
  • Excellent verbal and written communication skills, with the ability to effectively communicate complex information in a clear and concise manner.
  • Strong problem-solving and decision-making abilities, with a customer-focused mindset.
  • Ability to multitask and prioritize tasks in a demanding environment, while maintaining an elevated level of accuracy and diligence.
  • Proficiency in using Salesforce software and other relevant tools, an asset.
  • Exceptional people skills, with the ability to build and maintain strong relationships with customers and internal stakeholders.
  • Flexibility to adapt to changing priorities and work collaboratively in a team environment.
  • Strong organizational and time management skills, with the ability to meet deadlines and manage multiple customer requests simultaneously.

We thank all candidates for their interest in applying for this position and working at CMA CGM, please note, only those selected for an interview will be contacted.