APL Customer Service Specialist (M/F) in Klaipeda, Lithuania

CMA CGM, founded by Jacques R. Saadé, is a leading worldwide shipping group. Its 504 vessels call more than 420 ports in the world on all 5 continents. In 2017, they carried 18.9 million TEUs (twenty-foot equivalent units).

Now headed by Rodolphe Saadé, CMA CGM enjoys a continuous growth and keeps innovating to offer its customers new maritime, terrestrial, and logistical solutions.

With a presence in 160 countries and through its 755 agencies network, the Group employs more than 30,000 people worldwide, including 2,400 in its headquarters in Marseilles.

Mission

Within the Customer Service Team based in Klaipedia (Lithuania), you respond to customer queries related to shipment and coordinate with concerned internal parties. Furthermore you participate to the promotion of relevant products or services towards customers.

Responsabilities

Acting as a liason between the company and the customer, you provide product and service information, and resolve any problems our customers might face.In this context, you

  • Monitor shipment according to customer status and track upon delivery

  • Contact customers and manage/ coordinate system modifications when needed

  • Problem-solving oriented, you clarify the customers complaint, investigate the cause of the problem and propose the best solution to respond to the customers claim

  • In case of changes, you check feasibility and modify all bookings as per customer request in line with corporate guidelines

To ensure an excellent customer service standard, you

  • Record and update information on customer profiles

  • Collect customer information and needs to prepare daily, weekly and monthly reports to the agency or the lines

Furthermore you interact with the SSC booking desk on topics such as processes, customer profiles etc.

Finally, you monitor and control invoicing of charges related to cancelled bookings after empty pick-up.

Candidates Profile

Ideally you have a first experience in customer service as well as the shipping or logistics industry. Customer-oriented, you always opt to propose the best possible solution to customers. Your excellent communication skills and active listening help you to adapt to your internal as well as external interlocutors. A strong working capacity and prioritizing of tasks allow you to manage time efficiently and succeed your mission.

Moreover, you are familiar with common CRM systems and have an overall IT affinity. Working in an international context, you are fluent in English and have basic knowledge of the Russian language.

Come along on CMA CGM’s adventure