Client Solutions Representative - Premium

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 able to work Monday - Friday, 10am-7pm.

Key Responsibilities

• Respond to inbound calls and customer emails within KPI timelines, providing tier 1 customer support and building strong client relationships through personalized interactions.

• Provide shipment updates using rail and terminal platforms to ensure accurate, real-time information.

• Act as a liaison between internal teams and external customers, ensuring clear, detailed communication to resolve issues quickly and minimize service failures.

• Maintain tracking reports, assist with incident resolution (e.g., damaged cargo, lost containers), and prepare monthly reports (MQC, aging, dwell, etc.).

• Conduct root cause analysis of service failures, coordinating recovery efforts with customers and CMA CGM associates.

• Participate in training and knowledge-sharing opportunities to enhance expertise and contribute to process improvements.

• Perform other related duties or projects as assigned.

Knowledge, Skills & Abilities

• Basic understanding of U.S. and global geography; knowledge of international shipping is a plus.

• Strong customer service and phone etiquette skills, ideally in a high-volume contact center.

• Ability to manage sensitive customer interactions with professionalism and empathy.

• Excellent verbal, written, and interpersonal communication skills.

• Strong organizational and time-management skills with the ability to multitask in a fast-paced environment.

• Analytical and problem-solving mindset with critical thinking skills to resolve complex customer challenges.

• Proficient in Microsoft Office Suite; experience with CRM and logistics management systems preferred.

• Adaptability to learn and navigate multiple systems, both legacy and modern.

• Flexibility to work staggered hours as needed.

Qualifications

• Required: High School Diploma or GED

• Preferred: Bachelor’s Degree

Experience:

• 1–3 years in a customer service or logistics role, ideally in a high-volume call center environment.

• Experience in B2B customer service, sales support, or relationship management.

• Familiarity with CRM, logistics management tools, and related technology.

• Proven ability to manage conflict resolution with customers and teams.

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 [email protected]