Job Description

***ENGLISH WILL FOLLOW*** Notre culture ... Nous nous effor\xc3\xa7ons de trouver de meilleures solutions dans tout ce que nous faisons ; notre culture est incarn\xc3\xa9e par l\'audace, l\'imagination, l\'exemplarit\xc3\xa9 et l\'excellence. Ces valeurs \xc3\xa9tant au c\xc5\x93ur de notre activit\xc3\xa9, notre lieu de travail abrite une \xc3\xa9quipe optimiste et inspirante qui vous encourage \xc3\xa0 saisir l\'occasion d\'innover et de vous adapter au monde en constante \xc3\xa9volution dans lequel nous vivons. Objectif principal du poste En tant que repr\xc3\xa9sentant du service \xc3\xa0 la client\xc3\xa8le, vous serez le principal point de contact de nos clients. Vous leur fournirez un service exceptionnel et veillerez \xc3\xa0 ce qu\'ils soient satisfaits tout au long du processus d\'exp\xc3\xa9dition. Vous devrez notamment r\xc3\xa9pondre aux demandes des clients, r\xc3\xa9soudre les probl\xc3\xa8mes, coordonner les exp\xc3\xa9ditions et entretenir de solides relations avec nos clients. Reponsabilitit\xc3\xa9s principales

• Servir de point de contact principal pour les clients, en r\xc3\xa9pondant aux demandes de renseignements, en fournissant des informations et en r\xc3\xa9solvant tout probl\xc3\xa8me ou pr\xc3\xa9occupation de mani\xc3\xa8re rapide et professionnelle.
• Coordonner et faciliter l\'ensemble du processus d\'exp\xc3\xa9dition, y compris les commandes d\xe2\x80\x98exp\xc3\xa9ditions, l\'organisation des enl\xc3\xa8vements et des livraisons, et veiller au bon acheminement des marchandises.
• Communiquer de mani\xc3\xa8re proactive avec les clients concernant les mises \xc3\xa0 jour de l\'\xc3\xa9tat des exp\xc3\xa9ditions, les retards et tout changement dans les horaires ou les services.
• Travailler en \xc3\xa9troite collaboration avec les clients, les d\xc3\xa9partements internes et l\'\xc3\xa9tranger en tant que partenaires pour r\xc3\xa9soudre les probl\xc3\xa8mes et cr\xc3\xa9er des relations solides.
• Maintenir des dossiers clients complets et \xc3\xa0 jour, y compris les informations de contact, les pr\xc3\xa9f\xc3\xa9rences de service et les exigences particuli\xc3\xa8res.
• Assister les clients avec la documentation, y compris les lettres de transport, les instructions d\'exp\xc3\xa9dition, les documents douaniers et tout autre document pertinent.
• Contr\xc3\xb4ler et suivre les exp\xc3\xa9ditions pour s\'assurer qu\'elles sont livr\xc3\xa9es \xc3\xa0 temps, et r\xc3\xa9soudre rapidement tout probl\xc3\xa8me ou retard potentiel.
• R\xc3\xa9soudre les plaintes ou les pr\xc3\xa9occupations des clients, en transmettant les probl\xc3\xa8mes complexes aux services comp\xc3\xa9tents pour qu\'ils soient r\xc3\xa9solus.
• \xc3\x89tablir et maintenir des relations solides avec les clients, en faisant preuve d\'une compr\xc3\xa9hension approfondie de leurs besoins et en leur fournissant une assistance personnalis\xc3\xa9e.
• Se tenir au courant des actualit\xc3\xa9s du secteur, des r\xc3\xa9glementations et des politiques de l\'entreprise afin de fournir des informations pr\xc3\xa9cises et fiables aux clients.
• Contribuer \xc3\xa0 l\'am\xc3\xa9lioration de l\'exp\xc3\xa9rience globale du service client.
• S\'efforcer d\'offrir un service \xc3\xa0 la client\xc3\xa8le exceptionnel et de promouvoir positivement l\'identit\xc3\xa9 de la marque CMA CGM dans l\'industrie.
• Autres responsabilit\xc3\xa9s en fonction des besoins.

Qualifications

• Formation: Dipl\xc3\xb4me universitaire pertinent et certificat de transport, un atout.
• Exp\xc3\xa9rience: Exp\xc3\xa9rience confirm\xc3\xa9e dans un r\xc3\xb4le de service \xc3\xa0 la client\xc3\xa8le, de pr\xc3\xa9f\xc3\xa9rence dans l\'industrie du transport maritime et de la logistique
• Autres :

o Excellentes aptitudes \xc3\xa0 la communication orale et \xc3\xa9crite, avec la capacit\xc3\xa9 de communiquer efficacement des informations complexes de mani\xc3\xa8re claire et concise. o Solides capacit\xc3\xa9s de r\xc3\xa9solution de probl\xc3\xa8mes et de prise de d\xc3\xa9cision, avec un \xc3\xa9tat d\'esprit ax\xc3\xa9 sur le client. o Capacit\xc3\xa9 \xc3\xa0 effectuer plusieurs t\xc3\xa2ches \xc3\xa0 la fois et \xc3\xa0 \xc3\xa9tablir des priorit\xc3\xa9s dans un environnement exigeant, tout en maintenant un niveau \xc3\xa9lev\xc3\xa9 de pr\xc3\xa9cision et de diligence. o Ma\xc3\xaetrise de l\'utilisation de logiciels de gestion de la relation client (CRM) et d\'autres outils pertinents. o Connaissance des r\xc3\xa9glementations internationales en mati\xc3\xa8re de transport maritime et des meilleures pratiques du secteur. o Comp\xc3\xa9tences exceptionnelles en mati\xc3\xa8re de relations humaines, avec la capacit\xc3\xa9 d\'\xc3\xa9tablir et de maintenir des relations solides avec les clients et les parties prenantes internes. o Flexibilit\xc3\xa9 pour s\'adapter \xc3\xa0 des priorit\xc3\xa9s changeantes et travailler en collaboration au sein d\xe2\x80\x99une \xc3\xa9quipe o Solides comp\xc3\xa9tences en mati\xc3\xa8re d\'organisation et de gestion du temps, avec la capacit\xc3\xa9 de respecter les d\xc3\xa9lais et de g\xc3\xa9rer simultan\xc3\xa9ment plusieurs demandes de clients. o Ma\xc3\xaetrise de l\'anglais et du fran\xc3\xa7ais \xc3\xa9crit et parl\xc3\xa9 ******************************************** Our Culture \xe2\x80\xa6 We strive for Better Ways in everything we do; our culture is embodied by boldness, imagination, exemplarity and excellence. With those values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in. Position Summary As a Customer Service Representative, you will be the primary point of contact for our valued customers, providing exceptional service and ensuring their satisfaction throughout the shipping process. Your responsibilities will include addressing customer inquiries, resolving issues, coordinating shipments, and maintaining strong relationships with our clients. Responsibilities

• Serve as the main point of contact for customers, addressing inquiries, providing information, and resolving any issues or concerns in a timely and professional manner.
• Coordinate and facilitate the entire shipping process, including booking shipments, arranging pickups and deliveries, and ensuring smooth transit of cargo.
• Proactively communicate with customers regarding shipment status updates, delays, and any changes in schedules or services.
• Work closely with customers, internal departments and overseas as partners in resolving issues and creating strong relationships.
• Maintain accurate and up-to-date customer records, including contact information, service preferences, and unique requirements.
• Assist customers with documentation, including bill of lading, shipping instructions, customs paperwork, and any other relevant paperwork.
• Monitor and track shipments to ensure on-time delivery, and promptly address any potential issues or delays.
• Resolve customer complaints or concerns, escalating complex issues to the appropriate departments for resolution.
• Build and maintain strong relationships with customers, demonstrating a deep understanding of their needs and providing personalized assistance.
• Stay updated on industry trends, regulations, and company policies to provide accurate and reliable information to customers.
• Identify opportunities for process improvements and contribute to enhancing the overall customer service experience.
• Strive for exceptional customer service and positive promotion of CMA CGM brand identity in the industry
• Other responsibilities as required.

Qualifications

• Education: University degree and transportation certificate an asset.
• Experience: Proven experience in a customer service role, preferably within the shipping, logistics, or transportation industry.
• Other:

o Excellent verbal and written communication skills, with the ability to effectively communicate complex information in a clear and concise manner. o Strong problem-solving and decision-making abilities, with a customer-focused mindset. o Ability to multitask and prioritize tasks in a demanding environment, while maintaining an elevated level of accuracy and diligence. o Proficiency in using customer relationship management (CRM) software and other relevant tools. o Knowledge of international shipping regulations, INCO terms, and industry best practices. o Exceptional people skills, with the ability to build and maintain strong relationships with customers and internal stakeholders. o Flexibility to adapt to changing priorities and work collaboratively in a team environment. o Strong organizational and time management skills, with the ability to meet deadlines and manage multiple customer requests simultaneously. o Bilingual (English & French). Some of the GREAT ADVANTAGES we offer:

• 20 days paid time off
• A culture based on respect and focus on Better Ways for the employees
• Tuition reimbursement
• RRSP plan - Max contribution of 12% and the company matches at 50%
• A competitive benefits plan - fully paid by the company. This includes:
• Extended Health (for employee, spouse & children)
• Dental (for employee, spouse & children)
• Long Term Disability
• AD&D
• Critical Illness (for employee, spouse & children)
• Life Insurance
• Employee & Family assistance program
• Health and Wellness site and Program

We thank all candidates for their interest in applying for this position and working at CMA CGM, please note, only those selected for an interview will be contacted. We are an equal opportunity employer! Job Types: Full-time, Permanent Salary: $50,000.00-$60,000.00 per year Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Work Location: In person