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Customer Service Coordinator
3 weeks ago
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 also 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 130,000 people worldwide, including 2,900 in Marseilles where its head office is located.
**Note**: ALL CANDIDATES MUST BE LEGALLY AUTHORISED TO WORK IN CANADA.
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.
Reporting to the Team Leader, ensure that all communication related Canada Agency functions are performed accurately and within Departmental KPI
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 customers, internal departments and overseas as partners in resolving issues and creating strong relationships.
Works closely with Shared Service Center, internal and external customers in problem resolution
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
Come along on CMA CGM’s adventure
