Client Solutions Representative
- 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. Make and rate new bookings and modify existing bookings as per customer's request via e-mail, phone, and internal systems). Provide updates to customers on shipments, sailing schedules, equipment availability, routing, holds, vessel arrival & customs information, delays, release status notifications using relevant tools, rail, and terminal websites.
- Liaise between external and internal customers for issue resolution, expediting all customer issues with high sense of urgency and reduce service failures, ensuring communication is clear and detailed to limit delays or misunderstanding amongst parties.
- Follow up on all open customer requests / cases daily, providing notices or other information to customers as applicable. Update tracking reports, assist in problem resolution including damaged cargo, lost containers, etc. Run monthly reports.
- 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 collaborating 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 and projects as assigned.
- Associate or bachelor's degree preferred.
- Minimum 1 to 2 years general work experience required. Industry experience preferred.
- Excellent written and verbal communication and interpersonal skills. Shipping industry experience is a plus.
- Excellent phone etiquette and proven customer service abilities in a high call volume environment.
- High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.
- Partners with internal and external departments to solve problems and conduct root cause analysis, when necessary, with a focus on continuous improvement.
- Demonstrate a mindset that recognizes the importance and sensitivity of our customers.
- Ability to multitask and handle a fast-paced working environment.
- Ability to adapt to an environment that is constantly evolving.
- Display attention to detail.
- Strong organization & time management abilities.
- 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.
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