Job Description

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.

Position Summary

This position will provide information and solutions and assist customers with importing and exporting their shipments. The representative will handle customer phone calls and customer requests via email to expedite resolution of all shipment issues. The representative will provide proactive communication to customers regarding situations which might impact their shipments and to guide potential customers in shipping with APL. This position requires associates to be passionate about customers, possess exceptional communication skills, to generate innovative solutions to problems.

Functions & Duties

• Greet and assist all walk-in customers.
• Monitor and respond to incoming emails and phone calls from customers. Provide optimal support and services with requested information, guidance and/or problem resolution.
• Receive, process, generate and rate new bookings (includes commercial/USG and USM shipment categories)
• Reconcile and audit information, bills of ladings, filed rates, service contracts and data from APL systems to ensure booking accuracy and meet customer expectations.
• Maintain records on reasons for changes/amendments for all inbound and export shipments.
• Generate preliminary, final manifest and export list to distribute to all internal teams and external organizations (ex., Guam Customs & Quarantine) for compliance with local and federal regulations.
• Release shipping documents to customers in a timely manner (commercial/USG and USM).
• Provide accurate and timely updates to customers regarding shipments, sailing schedules, equipment availability, and routing details using company web-based systems and applications.
• Provide timely notices or other information to customers as necessary – including, but not limited to, shipment holds, vessel arrival information, customs clearance information, voyage delays, and release status.
• When service failures occur, conduct root cause analysis and coordinate a prompt recovery response and solution by working with the customer and internal CMA CGM/ APL associates.
• Work closely with internal Sales and Operations Team, CMA CGM/APL Asia and US offices as well as locally based partners and vendors, including local trucking companies.
• Observe all company and department rules, requests, processes and procedures.
• Work hours will be 8am to 5pm Monday through Friday. Weekend and Holiday work may be required.
• As necessary, perform other miscellaneous administrative duties and projects not listed above.

Knowledge, Skills, Abilities

• Excellent presentation, written communication, and interpersonal skills.
• High level of analytical and logical skills.
• Proficient to Advance user of Microsoft Excel, Outlook, Word, Internet Explorer
• Ability to drive change by leveraging technology.
• Ability to problem solve and provide proactive resolutions.
• Demonstrate a mindset that recognizes the importance and sensitivity of our customers.
• Multi-tasking abilities to perform in a high-volume call center environment.
• Excellent phone etiquette and proven customer service abilities.
• High level of analytical, and problem-solving abilities.
• Display attention to detail.

Qualifications

Required High School Diploma or GED

Work Experience

General Experience 1-3 years

Pay Transparency

Actual salaries will vary based on factors including but not limited to location, skills, performance, education, and experience.

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 Applicant_Assistance@apl.com.

At American President Lines, we are committed to fair and equitable compensation practices. The expected salary range for this position is $41,790 - $52,238 per year. The actual salary offered will be based on a variety of factors including, but not limited to, the candidate’s qualifications, skills, experience, and location. In addition to base salary, this position may be eligible for:

Performance-based bonuses

Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off

Professional development opportunities

We believe in transparency and equity and are proud to be an equal opportunity employer. We encourage individuals from all backgrounds to apply.

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 Applicant_Assistance@apl.com.