Client Solutions Representative

Company: CMA CGM (America) LLC
Location: Norfolk
Posted on: May 21, 2025

Job Description:

ID: 559242

All potential candidates should read through the following details of this job with care before making an application.



Location: Norfolk Va, US





Client Solutions Representative





Led by Rodolphe Saad--, 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.

Position Summary

This position will act as a frontline advocate for our clients by providing information and solutions to assist customers with importing and exporting their shipments. The representative will expedite all customer needs-whether complex or simple-to prevent service failures and ensure a positive customer experience. Responsibilities include analyzing information across various system platforms in a business-to-business contact center environment, including both written and phone communication to address client inquiries and drive issue resolution.

The representative will provide proactive communication to customers regarding situations that might impact their shipments or opportunities that could allow for additional business. This role requires associates who are passionate about customers, possess exceptional communication skills, and have the ability to generate innovative solutions to problems.

Essential Functions and Duties

Answer incoming calls and customer service emails within the allotted KPIs, ensuring customers receive Tier 1-level service. Cultivate strong rapport with customers by personalizing each interaction.


Provide shipment updates using relevant rail and terminal websites to offer accurate, timely information.


Make and rate new bookings and modify existing bookings per customer requests via email, phone, and internal systems.


Provide updates on shipments, sailing schedules, equipment availability, routing, holds, vessel arrival & customs information, delays, and release status using appropriate tools and systems.


Liaise between external and internal customers for issue resolution-expediting all customer issues with a high sense of urgency. Ensure communication is clear and detailed to limit delays or misunderstandings.


Follow up daily on all open customer requests/cases. Provide notices or updates as applicable.


Update tracking reports and assist with resolving issues such as damaged cargo or lost containers. Run monthly reports.


In the event of service failures, conduct root cause analyses and coordinate prompt recovery responses by working with both the customer and internal CMA CGM associates.


Seek and attend training opportunities to grow professionally. Look for opportunities to increase knowledge and collaborate on process improvement.


Perform miscellaneous related duties and support projects as assigned.



Education, Knowledge, and Experience

Associate or bachelor's degree preferred.


Minimum 1 to 2 years of general work experience required; industry experience preferred.


Excellent written and verbal communication and interpersonal skills. Shipping industry experience is a plus.


Strong phone etiquette and proven customer service ability in a high call volume environment.


High level of analytical, problem-solving, and critical thinking abilities to synthesize data from various sources and identify solutions.


Ability to partner with internal and external departments to solve problems and perform root cause analyses with a focus on continuous improvement.


Demonstrate a mindset that recognizes the importance and sensitivity of our customers.


Ability to multitask and work effectively in a fast-paced, constantly evolving environment.


Strong attention to detail, organization, and time management.


Proficiency in Microsoft Office Suite (OneNote experience is a plus). Must be comfortable using a variety of systems and applications, from legacy tools to modern platforms.



Come along on CMA CGM's adventure! 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 orf.pse_recruiting@cma-cgm.com














































Nearest Major Market: Hampton Roads

Keywords: CMA CGM (America) LLC, Tuckahoe , Client Solutions Representative, Other , Norfolk, Virginia