Customer Service Coordinator

3 weeks ago

Montréal, Canada CMACGM Full time

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

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
- CANDIDATES MUST BE LEGALLY AUTHORIZED TO WORK IN CANADA.*

DESCRIPTION

As a Customer Service Coordinator, you will be the primary point of contact for our valued customers, providing exceptional service and ensuring their satisfaction throughout the shipping process.

Your responsibilities will include addressing customer inquiries, resolving issues, coordinating shipments, and maintaining strong relationships with our clients.

ESSENTIAL DUTIES & RESPONSIBILITIES

Serve as the main point of contact for customers, addressing inquiries, providing information, and resolving any issues or concerns in a timely and professional manner.

Coordinate and facilitate the entire shipping process, including booking shipments, arranging pickups and deliveries, and ensuring smooth transit of cargo.

Proactively communicate with customers regarding shipment status updates, delays, and any changes in schedules or services.

Work closely with customers, internal departments and overseas as partners in resolving issues and creating strong relationships.

Maintain accurate and up-to-date customer records, including contact information, service preferences, and unique requirements.

Assist customers with documentation, including bill of lading, shipping instructions, customs paperwork, and any other relevant paperwork.

Monitor and track shipments to ensure on-time delivery, and promptly address any potential issues or delays.

Resolve customer complaints or concerns, escalating complex issues to the appropriate departments for resolution.

Stay updated on industry trends, regulations, and company policies to provide accurate and reliable information to customers.

Build and maintain strong relationships with customers, demonstrating a deep understanding of their needs and providing personalized assistance.

Identify opportunities for process improvements and contribute to enhancing the overall customer service experience.

Strive for exceptional customer service and positive promotion of CMA CGM brand identity in the industry

Other responsibilities as required.

QUALIFICATIONS

**Education**: University degree and transportation certificate an asset.

**Experience**: Proven experience in a customer service role, preferably at least one year within the shipping, logistics, or transportation industry.

**Other**:
Bilingual is a must - Fluent in written and spoken English and French ; additional language skills are a plus.

Excellent verbal and written communication skills, with the ability to effectively communicate complex information in a clear and concise manner.

Strong problem-solving and decision-making abilities, with a customer-focused mindset.

Ability to multitask and prioritize tasks in a demanding environment, while maintaining an elevated level of accuracy and diligence.

Proficiency in using Salesforce software and other relevant tools, an asset.

Exceptional people skills, with the ability to build and maintain strong relationships with customers and internal stakeholders.

Flexibility to adapt to changing priorities and work collaboratively in a team environment.

Strong organizational and time management skills, with the ability to meet deadlines and manage multiple customer requests simultaneously.

We are an equal opportunity employer

Come along on CMA CGM’s adventure

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