APL, one of the world’s leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide. We provide container transportation through our international shipping network which combines high-quality intermodal operations with advanced technology, equipment and e-commerce. APL is part of the CMA CGM Group, a leading worldwide shipping group founded in 1978 by Jacques R. Saade. CMA CGM has a global presence thanks to its numerous vessels calling various ports all over the world. CMA CGM has grown continuously, and has been constantly innovating to offer its clients new sea, land and logistics solutions. Headquartered in Marseilles, the Group has employees all over the world in hundreds of agencies. With over 160 years of experience, APL has the knowledge and the expertise to help our customers grow their businesses and negotiate in an increasingly complex and ever-changing global marketplace – whether that is venturing into new territories or growing in already developed markets .
DESCRIPTION
On a contract basis for transpacific cargo moving under a CMA CGM bill of lading, this position serves as the customer interface for issues involving the tactical movement of cargo on the EXX (Eagle Express X) import service (except for cargo arriving at the Port of Los Angeles or the Port of Long Beach, California). This includes providing status updates, customs clearance information, cashier and documentation clearances for inbound cargo and processing bookings for export shipments. The primary interface with internal and external customers is via email; however, phone communication is required, necessitating the need for both verbal and written communication skills.
ACCOUNTABILITIES
1. Proactively monitor and track EXX shipments from sailing at Port of Loading through to release and pickup by consignee at destination, whether at the Port of Discharge or inland location, keeping the customer current on the transportation stages with proactive trouble shooting to avoid delays or quick resolution of issues as authorized or directed by management.
2. Identify and promptly communicate problems to management for resolution.
3. Provide rate information to customers accurately and timely. This involves complex service contract or tariff lookup while customer is on the phone and requesting bookings from customer or communicating customer rate quote activity to appropriate internal functions.
4. Courteously and accurately respond to customer questions about service contracts and/or tariffs. Includes ability to navigate through various tariff rules and footnotes, and apply the information to commodity look-ups.
5. Answer customer and trucker shipment availability inquiries.
6. Process diversions as directed or authorized based on external request or internal need
7. Adjust invoicing as required to reflect value added service (VAS) additionals and other assessorials.
8. Courteously and accurately respond to questions about holds (regulatory and internal) and provide information regarding actions that customer needs to take to facilitate cargo availability.
9. Courteously and accurately respond to customer questions about freight charges, as well as payment status.
10. Courteously and accurately respond to customer questions about container free time and associated charges.
11. Identify sales leads that come up during customer transactions and report to management or sales as directed.
12. Recognize customer dissatisfaction and take authorized action to address and resolve it.
13. Recognize and promptly report all data, service or customer information integrity issues.
14. Other duties as directed.
QUALIFICATIONS
1. High school degree or equivalent required.
2. 2 years of previous customer service experience required.
3. Typing 35 wpm (proficiency to be tested).
4. Must possess excellent performance skills in the following areas:
Commitment to task
Coping
Tolerance of ambiguity
Interaction
Versatility
5. Must possess and demonstrate a self-confident, outgoing, professional service-oriented demeanor and the ability to handle customers via telephone with appropriate tone, diction and enthusiasm.
6. Must possess dependability.
7. Must possess a proven high-level performance record.
8. Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook.
9. Must have flexibility to work any shift from 7 a.m. to 7 p.m.
10. For Internal candidates: Minimum three-year work relevant transportation experience (including 6 months experience involving direct customer interaction) combining any three of the following areas:
International Tariffs
Ocean Documentation
Equipment
Freight Cashier
Sales/Customer Service
Operations
Logistics
Cargo Delivery
Must demonstrate an acceptable level of knowledge in each area. Equivalent training in the Customer Service Center may be substituted for the above.
11. Excellent attendance record during the past 12 months.
A DDITIONAL KNOWLEDGE, SKILLS AND ABILITIES
1. Bachelor’s degree or some college coursework preferred.
2. Experience in the transportation industry is preferred.
3. Experience in team-based environment and Quality tools and techniques preferred.
KEY COMPETENCIES
1. Teamwork
2. Respect
3. Integrity
4. Innovation
5. Customer Focus
APL is an Equal Opportunity Employer/Minorities/Female/Disabled/Protected Veteran/Gender Identity/Sexual Orientation.
Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at Applicant_Assistance@apl.com .