Customer Service Assistant

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.

l. 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.

ll. Essential Functions and Duties:
Answer incoming emails and calls from customers supporting them with requested info and/or problem resolution (to include contacting overseas agents etc.) to ensure we maintain SLA.

Make and rate new bookings and modify existing bookings as per the customer’s request (via e-mail, phone, and EDI platforms).

Reconcile information from APL systems to ensure accuracy and customer expectations are met; maintain records on reasons for changes/amendments.

Provide updates to customers on shipments, sailing schedules, equipment availability, routing etc. using relevant tools, 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.

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/ APL associates.

Observe all company and department rules, requests, and procedures.

Work closely with trucking, sales, and operation teams. May be required to take on dispatch and equipment support roles when warranted.

Scheduled work hours will be 8am to 5pm Monday through Friday. Weekend and Holiday work may be required.

Other miscellaneous administrative related duties and projects when warranted.

lII. Education, Experience, & Qualifications:
High School Diploma or GED required.
Associate degree preferred.
Minimum 1 to 2 years general work experience preferred.
Excellent presentation, written communication, and interpersonal skills.
High level of analytical and logical skills.
Proficient to Advance user of Microsoft 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.

lV. Working Conditions

The Physical and demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made with disabilities to perform the essential functions.

General office setting, typically the employee may sit comfortably to perform the work, usually at a computer terminal -with short breaks or lunch period. However, they may be some bending/stooping reaching above shoulder level, walking, standing, carrying of light items such as papers, books or packages up to 25 pounds. Should be able to hear and speak clearly using phone/headset to communicate with customers; be able to navigate, view and enter information into the computer. Must be able to work flexible shifts including evenings, weekends, holidays, and on call as need.

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 .