Clerk, Military CSR

Overview

American President Lines (APL), part of the CMA CGM Group, is the premier U.S.

-flag carrier on the Transpacific proudly serving the American soldier and the U.S. Government for over 175 years. APL operates a network covering the United States, Asia, and the Middle East and provides global container transportation through our extensive international shipping network. With the combination of high-quality intermodal operations and advanced technology, equipment, and e-commerce, APL delivers world class logistics solutions.

With proven knowledge and expertise, we help our customers navigate complexity and seize opportunities in the dynamic global marketplace. As the U.S. maritime industry enters a new era of innovation and revitalization, APL is leading the way with bold investments designed to strengthen domestic capabilities and shape the future of American shipping.

The Military Customer Service Representative serves as the primary customer interface for issues involving the tactical movement of cargo. This includes providing status updates, customs clearance information, cashier and documentation clearances for inbound cargo and processing bookings for export shipments. The primary interfaces with internal and external customers are via phone and email and phone communication is required, necessitating the need for both verbal and written communication skills.

• Accept and Integrate Military Bookings via the EDI queue.
• Auto-freight all container bookings.
• Process Military Break Bulk bookings and coordinate loading.
• Track and Trace Export and Import Military shipments.
• Identify any potential delays and provide proper notification to the customer as per the contract guidelines.
• Answer customer and trucker shipment availability inquiries via email and or phone.
• Assist customers in changing the status of their bookings/shipments, including canceling, rolling, advancing, splitting, consolidating, diverting, or returning. Ensure updates are within the parameters of the USC contract.
• Accountable for answering inquiries about holds (regulatory and internal) and advising customers of actions that need to be taken to facilitate cargo availability.
• Provide accurate information to customers by reviewing and interpreting systems generated data as well as considering other sources of information that may be relevant to the customer inquiry.
• Capture customer dissatisfaction: this includes taking ownership and resolving if appropriate.
• Identify problems that come up during customer interaction and bring them to resolution per defined processes.
• Identify data, service or customer information integrity issues and take action to resolve.
• Actively participate in company initiatives to plan and implement ideas and suggestions that benefit APL.
• Other duties as assigned.

• Must possess excellent performance skills in the following areas:
• Commitment to task
• Coping
• Tolerance of ambiguity
• Interaction
• Versatility
• Must possess and demonstrate a self-confident, outgoing, professional service-oriented demeanor and the ability to handle customers via telephone with appropriate tone, diction and enthusiasm.
• Must possess dependability.
• Must possess a proven high-level performance record.
• Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook.
• Must have flexibility to work any shift from 7 a.m. to 7 p.m.

Note: Education and experience details are listed below as provided in the original.

• Education
• Required:
  
  High School Diploma or GED
• Preferred:
  Bachelor’s Degree
• Work Experience
• General
  
  Experience:
  
  1-3 years
• 2+ years of previous customer service experience required.

The Company 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. For assistance, please contact us at