Client Solutions Representative – Premium

American President Lines; Norfolk (VA); On-site; USD 55,800 - 68,200; Full time

Benefits offered by this job

Performance-based bonuses

Comprehensive benefits package

Professional development opportunities

Job summary

American President Lines is seeking a Client Solutions Representative in Norfolk, VA, to deliver exceptional customer service and address logistics needs efficiently. Candidates should have strong verbal skills, problem-solving capabilities, and experience in a high-call volume setting.

The position offers an annual base salary of $62,000 along with performance-based bonuses and comprehensive benefits including health insurance and professional development opportunities.

Qualifications

• 1-3 years of general experience in a relevant field.
• Familiarity with high-volume call-center environments.
• Availability to work Monday through Friday, 8 am to 5 pm.

Responsibilities

• Answer customer calls and emails to provide service.
• Update customers on shipment status and resolve issues.
• Conduct root-cause analysis on service failures.
• Provide insights through reports and problem resolution.

Skills

Customer service skills

Verbal and written communication

Problem-solving abilities

Time management

Organizational skills

Education

High school diploma or GED

Bachelor’s degree

Tools

CRM software

Logistics management systems

Job description

Client Solutions Representative - Premium

Location: Norfolk, VA, US

CMA CGM Group is a global leader in shipping and logistics. It operates across five continents, with subsidiaries CEVA Logistics and CMA CGM AIR CARGO, offering integrated shipping, land, air, and logistics solutions. The Group employs more than 155,000 people worldwide.

Position Summary

The Client Solutions Representative acts as the frontline advocate for clients, ensuring their logistics needs are met with efficiency and professionalism. The role leverages understanding of international trade, import/export regulations, and supply‑chain processes to provide top‑tier support and solutions.

Responsibilities

• Answer incoming calls and customer‑service emails within the allotted KPIs, delivering tier‑1 level customer service and building a strong rapport with the customer base.
• Provide updates on shipments using rail and terminal websites to give accurate information to customers.
• Act as a liaison between external and internal customers to expeditiously resolve issues, reducing service failures and ensuring clear communication.
• Update tracking reports and assist in problem resolution, including damaged cargo or lost containers; run monthly reports such as MQC, aging, and dwell.
• Conduct root‑cause analysis of service failures and coordinate a prompt recovery response with customers and internal associates.
• Seek and attend training opportunities, and proactively identify ways to increase knowledge and improve processes.
• Perform miscellaneous duties or projects as assigned.

Knowledge, Skills, and Abilities

• Basic understanding of U.S. and world geography.
• Working knowledge of international shipping.
• Exceptional customer‑service skills, phone etiquette, and performance in a high call‑volume environment.
• A mindset that recognizes the importance and sensitivity of customers.
• Excellent verbal and written communication and interpersonal skills.
• Strong organization and time‑management abilities; multitasking in a fast‑paced environment.
• Continuous learning mindset in a constantly evolving environment.
• High level of analytical, problem‑solving, and critical‑thinking abilities to synthesize data and identify solutions.
• Ability to work staggered hours as needed for coverage.
• Proficiency with standard office applications, e.g., Microsoft Office Suite; flexibility to use a range of systems from legacy to leading‑edge.

Qualifications

• High school diploma or GED (required). Bachelor’s degree preferred.
• 1‑3 years of general experience.
• Familiarity with a high‑volume call‑center environment.
• Flexibility and ability to work in a team environment.
• Business‑to‑business sales or relationship‑management experience.
• Proficiency with CRM software, logistics‑management systems, and other relevant technology platforms used in the logistics industry.
• Experience handling and resolving conflicts with customers and teams to maintain a positive working environment and customer satisfaction.
• Availability to work Monday‑through‑Friday, 8 am to 5 pm.

Compensation & Benefits

• Base salary range: $62,000 per year.
• Performance‑based bonuses.
• Comprehensive benefits package, including health insurance, retirement plans, tuition repayment, and paid time off.
• Professional development opportunities.

Equal‑Opportunity Employer

CMA CGM is an equal‑opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics 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 [e-mail].