Customer Service Officer

We are seeking a dedicated Customer Service Officer to support our shipping operations by delivering excellent service to clients. The role involves handling customer inquiries, processing shipping documentation, tracking shipments, and resolving issues efficiently.

Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company specializing in Executive Search, Recruiting, HRO and Payroll services. On behalf of our esteemed client CMA CGM, we solicit candidates to apply for the role of:

Customer Service Officer

 Job Overview

Ensure timely responds to customers general requests of Export and Import lifecycle case management. Provide red carpet service to the group customers offering a personalized level of support according to the treatment level. Responsible for receivable of customer payments, support collection & release activities.

Responsibilities and Duties

•  Case ownership, ensure all customer queries are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders.
• Inform customer of relevant information in a timely manner regarding their shipments and maintain excellent communication with customer through import and export cycle.
• Handle customer exceptions requests, answers to customer on special demands, issues, complaints and provide appropriate solutions with alternatives within committed timelines. Coordinate with related internal teams and follow up to ensure resolution.
• Request Cargo inspections at the terminal and add local charges including confirmation with sales of plug distribution, customer priority list, and customer classification.
• Monitor NOVA and inform customers of system modifications when needed with related internal teams (vessel delays, call omits, roll over, cut & run, late SI submission, etc.). Consult with ILS about RO cancellation.
• Contact customers to inform them of any necessary system modifications and manage communication between different teams (Agency, HO, Customers).
• Assure customer education, provide detailed guidance to customers on how to navigate and utilize the features of the CMA CGM website and processes effectively.
• Manage internal Requests for Information (RFIs) to address and fulfill customer requests to different parties including ILS, Service delivery, sales and all relevant parties.
• Deliver tailored levels of service based on the established customer classification criteria.
• Provide support for emergency phone calls in accordance with internal policies and within the designated schedule.
• Receive the payments scanning the checks and the transfers confirmations.
• Validate the reception in the bank and notify CS team for cargo release.
• Prepare the daily file for GBSI payment application.
• Responsible for monitor the unapplied and unidentified lines and the performance of this KPI.

Qualifications

• Bachelor student, undergraduate from Business Administration, International Business and Industrial Engineering.
• 1 year of experience in customer service or logistics preferable
• Basic Excel
• Intermediate or advanced English.
• Document management and archiving
• Proactive, strong verbal and communication skills, Customer Service oriented.

 Though we appreciate all applicants, only shortlisted candidates will be contacted