CMA CGM Hiring I Shipping Customer Service I Value Added Service I Mum

Role & responsibilities

A Value Added Services (VAS) specialist in the shipping industry works to ensure that a business's last-mile delivery partners are successful. Their responsibilities include:

• Building relationships: Working closely with delivery partners to build strong connections
• Process improvement: Helping delivery partners put processes in place to ensure efficient delivery
• Issue resolution: Helping delivery partners resolve any issues they may experience.
• Handling orders: Receiving, tracking, and sending orders to customers
• Responding to inquiries: Answering customer questions about shipment status, delivery times, and other topics
• Resolving issues: Dealing with lost or damaged packages, delivery delays, and address errors
• Tracking shipments: Helping customers track their shipments and providing real-time updates
• Handling returns: Coordinating the retrieval of packages from customers
• Dealing with complaints: Addressing customer complaints and escalations
• Issuing invoices: Sending invoices to customers once costing is approved
• Sending documents: Sending pre-alerts, manifest, arrival notice, forwarding instructions, and other documents
• Monitoring customs: Monitoring customs clearance and following up on missing documents
• Scheduling shipments: Scheduling shipments and organizing pick-up schedules
• Recommending transportation: Making recommendations for transportation, routing, and carrier selection

Preferred candidate profile

1.Educational Qualifications:

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• Certifications in shipping, logistics, or customer service (e.g., IATA, IMDG, etc.) are a plus.

2.Experience:

• 1-3 years of experience in customer service, ideally within the shipping, logistics, or transportation industry.
• Familiarity with shipping documentation, customs regulations, and international trade processes is highly desirable.

3.Technical Skills:

• Proficiency in customer service software, CRM tools, and Microsoft Office Suite (Word, Excel, PowerPoint).
• Basic knowledge of shipping platforms and tracking systems.
• Strong understanding of supply chain and logistics operations, including freight forwarding, container shipping, and port operations.

4.Communication Skills:

• Excellent verbal and written communication skills, with the ability to clearly explain processes, issues, and solutions to customers.
• Proficient in English; additional language skills (e.g., Spanish, Mandarin) are an asset.
• Ability to handle customer inquiries, resolve complaints, and provide timely updates.

5.Customer-Focused Attitude:

• Strong focus on delivering exceptional customer service and building positive customer relationships.
• Ability to manage high-pressure situations and meet deadlines while maintaining professionalism.
• Skilled in conflict resolution and managing customer expectations.

6.Problem-Solving Ability:

• Ability to troubleshoot shipping-related issues, such as delays, damaged goods, or lost shipments.
• Capable of providing creative solutions to enhance the customer experience.

7.Attention to Detail:

• High level of accuracy in processing orders, shipments, and documentation.
• Ability to track and monitor shipments, ensuring timely and efficient deliveries.

8.Knowledge of Industry Standards:

• Familiar with international shipping regulations, such as Incoterms, customs requirements, and environmental policies.
• Understanding of the end-to-end shipping process, including booking, invoicing, and delivery.

Perks and benefits

FREE TRANSPORTATION

Thanks much,

Karthick Kumar

Human Resources- TA

SSC.KKUMAR2@cma-cgm.com