Client Solutions Representation, Advanced

American President Lines; Norfolk (VA); On-site; USD 56,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Paid time off

Retirement plans

Job summary

CMA CGM Group is seeking a Client Solutions Representation, Advanced professional to act as the frontline advocate for our clients in the United States. The role focuses on international trade understanding, import/export regulations, and efficient supply chain processes to deliver top-tier support.

The position handles inquiries via phone and email, driving issue resolution and ensuring a positive customer experience.

Qualifications

• Experience in a high-volume B2B contact center or logistics environment.
• Strong verbal and written communication, with professional phone etiquette.
• Ability to analyze information across multiple systems to resolve issues.

Responsibilities

• Answer incoming calls and emails, delivering tier 1 customer service with personalized care.
• Provide shipment updates using rail/terminal websites to keep customers informed.
• Coordinate between external and internal teams to resolve issues quickly.
• Update tracking reports and assist in problem resolution including damaged cargo.
• Perform root cause analyses to recover from service failures and improve processes.
• Attend training opportunities to grow knowledge and skills.

Skills

Customer service

Communication skills

Time management

Multitasking

Analytical thinking

Education

High School Diploma or GED

Bachelor’s Degree

Tools

CRM software

Logistics management systems

Microsoft Office

OneNote

Job description

Client Solutions Representation, Advanced

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.

Position Summary

The Client Solutions Representative at CMA CGM acts as the frontline advocate for our clients, ensuring their logistics needs are met with efficiency and professionalism. The position will leverage understanding of international trade, import/export regulations, and supply chain processes to provide top-tier support and solutions.

The position is crucial for expediting all customer needs, whether complex or simple, to prevent service failures and ensure a positive customer experience. Responsibilities include analyzing information across various system platforms in a business-to-business contact center environment, including both written and on phone communication, in order to address client inquiries and drive issue resolution.

We are seeking professionals who are passionate about customer service, possess exceptional communication skills, and have the ability to generate innovative solutions to problems.

Must be willing to work Monday through Friday, 11am to 8pm.

Functions & Duties

• Answer incoming calls and customer service emails within the allotted KPIs ensuring customers receive tier 1 level customer service; cultivating a strong rapport with customer base by personalizing each call. Provide notices or other information to customers as applicable.
• Provide updates on shipments using relevant rail and terminal websites to provide accurate information to our customers.
• Liaison between external and internal customers for issue resolution, expediting all customer issues with high sense of urgency and reduce service failures. Ensure communication is clear and detailed to limit delays or misunderstanding amongst parties.
• Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc. Run monthly reports including MQC, aging, dwell, etc.
• In the event of service failures conduct a root cause analysis to find out what caused the customer's problem and coordinate a prompt recovery response by working with the customer and internal CMA CGM associates.
• Seek and attend training opportunities to grow. Seek opportunities to increase knowledge and collaborate to improve processes.
• MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED

Knowledge, Skills, Abilities

• Basic understanding of U.S. and world geography
• Working knowledge of international shipping preferred
• Exceptional customer service skills, phone etiquette skills, and delivery in a high call volume environment.
• Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers.
• Excellent verbal and written communication and interpersonal skills.
• Strong organization & time management abilities.
• Ability to multitask and handle a fast-paced working environment.
• Ability to continuously learn in an environment that is constantly evolving.
• High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.
• Ability to work staggered hours as needed for departmental coverage.
• Proficiency in the use of standard office computer applications, e.g. Microsoft Office Suite (OneNote experience is a plus); Flexibility to simultaneously utilize a wide range of systems and applications, from legacy to leading-edge, to drive change.

Qualifications

Education Required/Preferred

Education Level Required High School Diploma or GED

Preferred Bachelor’s Degree

Work Experience

Work Experience

Experience General Experience

Years of Experience 1-3 years

Familiarity with a high-volume call center environment
Flexibility and able to work in a team environment
Business-to-business sales or relationship management Proficiency with customer relationship management (CRM) software, logistics management systems, and other relevant technology platforms used in the logistics industry Experience in handling and resolving conflicts, both with customers and within teams, to maintain a positive working environment and customer satisfaction.

At CMA CGM, we are committed to fair and equitable compensation practices. The expected salary range for this position is $62,000 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.

Come along on CMA CGM’s adventure! 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 [e-mail]