Customer Service Coordinator

4 months ago

Montréal, Canada CMA CGM (Canada) Inc. Full time

** DESCRIPTION**
- Process the flow of information related to Canadian shipments to ensure that cargo is released or delivered to the consignee as fast and efficiently as possible.

**ESSENTIAL DUTIES & RESPONSIBILITIES**
- Act as primary contact for Internal and External parties.
- Address the root cause with necessary stakeholders to resolve and prevent future issues.
- Assist VIP customers with inquiries and reporting.
- Communicate with Government and Port authorities as needed.
- Coordinate with Customer, Operations, Shared Service Centers all required export/import activities to release BL/Cargo without delay to prevent penalties or additional charges
- Coordinate with Customer, Operations, Shared Service Centers the compliance of export/import declarations with customs, terminal and/or other partners/entities as required
- Issue or request to issue invoices for accessorial, surcharge, detention, demurrage, storage or any other as required.
- Manages Idle Containers in coordination with Shared Service Center and other internal departments
- Notify internal and/or external customers of changes performed to shipments during problem resolution accordingly.
- Perform all communication activities in NOVA (Salesforce) following standard procedure and system taxonomy.
- Perform and produce according to team KPI targets and service commitment expectations.
- Perform in-depth research and reporting on all Customer Service cases.
- Proactively problem solve, seek out root causes, and recommend actions for correction.
- Resolves container/equipment issues with the intermodal/operations team and convey updated information to the customer.
- Tracks and Traces shipments for problem resolution.
- Work with internal process owners to update system when necessary and inform all parties concerned.
- Works closely with Shared Service Center, internal and external customers in problem resolution
- Work closely with customers, internal departments and overseas as partners in resolving issues and creating strong relationships.
- Strive for exceptional customer service and positive promotion of CMA CGM brand identity in the industry
- Other functions as required.

**QUALIFICATIONS**
- **Education**: university degree and transportation certificate an asset
- **Experience**:Minimum 2 years of industry experience
- **Other**:

- Ability to multitask time sensitive issues
- Problem solving skills and attention to detail
- Strong customer service skills
- Excellent oral and written communication
- Bilingual (English & French)
- **We are an equal opportunity employer**_

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Montréal, QC H3C 1J2: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: Hybrid remote in Montréal, QC H3C 1J2

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