Position Summary:

This position will help provide information and solutions to assist customers with importing and exporting their shipments. The representative will assist with handling phone calls and customer requests via email expediting all customer complex and simple issues by quickly resolving to reduce service failures or loss of business. The representative will help provide proactive communication to customers regarding situations which might impact their shipments or opportunities that could allow for additional business. Requires associates who are passionate about customers, possess exceptional communication skills and ability to generate innovative solutions to problems.

Essential Functions and Duties:

Answer incoming emails and calls from customers supporting them with requested info and/or problem resolution (sometimes contacting overseas agents etc.) to ensure we maintain SLA.
Make and rate new Bookings and modify existing bookings as per customer's request (via e-mail, phone, and EDI platforms.
Provide updates to customers on shipments, sailing schedules, equipment availability, routing etc. using relevant tools, rail and terminal websites etc. in order to provide accurate information to our customers.
Provide notices or other information to customers as applicable for holds, vessel arrival information, customs information, delays, or release status notifications.
Follow up on all NOVA pending cases daily, and cases reopened by customers.
In the event of service failures conduct a root cause analysis to find out what caused the customers problem and coordinate a prompt recovery response by working with the customer and internal CMA CGM associates.
Observe all company and department rules, requests, and procedures.
Must be able to work from 10 AM to 7 PM, Monday through Friday.
Miscellaneous related cuties and projects as assigned.

Education, Knowledge, and Experience:

High School Diploma or GED required.
Associate degree preferred.
Minimum 1+ years general work experience preferred.
Excellent presentation, written communication, and interpersonal skills.
Proficient computer skills to include basic Microsoft applications (Excel, Outlook, Word, Internet Explorer).
Ability to drive change by leveraging technology.
Ability to problem solve and provide proactive resolutions.
Demonstrate a mindset that recognizes the importance and sensitivity of our customers.
Multi-tasking abilities to perform in a high-volume call center environment.
Excellent phone etiquette and proven customer service abilities.
High level of analytical, and problem-solving abilities.
Display attention to detail.