Client Solutions Representative, Imports

Client Solutions Representative, Imports

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 group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

The company is committed to the energy transition in shipping and is a pioneer in the use of alternative fuels, targeting Net Zero Carbon by 2050. Through the CMA CGM Foundation, the group responds to humanitarian crises. It is present in 160 countries via more than 400 offices and 750 warehouses and employs over 155,000 people worldwide, including 4,000 in Marseilles where the head office is located.

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 role leverages knowledge of international trade, import/export regulations, and supply chain processes to provide top‑tier support and solutions. Employees work Monday through Friday, 11 am to 8 pm.

• Answer incoming calls and customer service emails within the allotted KPIs, ensuring tier‑1 level customer service and cultivating strong rapport with the customer base by personalizing each call.
• Provide updates on shipments using relevant rail and terminal websites to give accurate information to customers.
• Act as liaison between external and internal customers for issue resolution, expediting all customer issues with a high sense of urgency to reduce service failures and ensuring clear, detailed communication to limit delays or misunderstandings among parties.
• Update tracking reports and assist in problem resolution—including damaged cargo, lost containers, etc.—and run monthly reports such as MQC, aging, and dwell.
• Conduct root‑cause analysis in event of service failures to determine causes and coordinate a prompt recovery response by working with the customer and internal CMA CGM associates.
• Seek and attend training opportunities to grow, and identify ways to increase knowledge and improve processes.
• Complete miscellaneous related duties or projects as assigned.

• Basic understanding of U.S. and world geography.
• Working knowledge of international shipping preferred.
• Exceptional customer service skills with proven phone etiquette in a high call‑volume environment.
• Mindset that clearly recognizes the importance and sensitivity of our customers.
• Excellent verbal and written communication and interpersonal skills.
• Strong organization and time‑management abilities.
• Ability to multitask and handle a fast‑paced working environment.
• Continuous learning ability in a constantly evolving environment.
• High level of analytical, problem‑solving, and critical‑thinking abilities to synthesize data from disparate groups and identify solutions to difficult customer problems.
• Ability to work staggered hours as needed for departmental coverage.
• Proficiency in standard office computer applications (e.g., Microsoft Office Suite; One Note experience is a plus). Flexibility to use a wide range of systems and applications, from legacy to leading‑edge, to drive change.

• Required:
  
  High School Diploma or GED.
• Preferred:
  Bachelor’s Degree.

• 1–3 years of general experience.
• Familiarity with a high‑volume call center environment.
• Flexibility and ability to work in a team environment.
• Business‑to‑business sales or relationship management experience.
• Proficiency with customer relationship management (CRM) software, logistics management systems, and other relevant technology platforms used in the logistics industry.
• Experience in handling and resolving conflicts, both with customers and within teams, to maintain a positive working environment and customer satisfaction.

• Competitive salary of $62,000 per year (actual salary based on qualifications, skills, experience, and location).
• Performance‑based bonuses.
• Comprehensive benefits, including health insurance, retirement plans, tuition repayment, and paid time off.
• Professional development opportunities.

We are committed to fair and equitable compensation practices. CMA CGM 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.

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