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.
This position will be responsible for day-to-day quality Customer Care within Government Customer Service Team. The Sr. Analyst for Government Customer Care provides a foundation of problem solving, knowledge and expertise in front line interaction meeting customer needs as well as interaction with other locations and processes within APL. This position addresses problems requiring management level interaction; logistical analysis and empowerment. Duties include but are not limited applying problem solving/critical thinking to resolve customer and internal needs, liaison internally and be knowledgeable of a wide variety of topics to follow internal processes, as well as apply knowledge and expertise while leading to customer resolution. In addition, the Sr. Analyst is expected to maintain booking accuracy and meet ay set forth KPI’s and expectations. This position works closely with the Virginia Trade and Operations teams, CMA CGM Operations, Service Delivery, and CMA CGM Agencies around the globe.
This role will support one of the following business segments may include: US Flag, Guam, Relief Cargo or Military HHGS.
Segments handle various cargo types including dry, refrigerated, out of gauge, shipper owned, hazardous, and breakbulk. This position requires support for both export and import cargo in high volume. A large majority of this cargo is project cargo, which means there is a regular flow of changing customer base, cargo types, and demand. Project management, adaptability, interpretation of information, and critical thinking are valuable skills for this role.
Functions & Duties
• Provide problem resolution in several area of interaction by following processes and ensuring follow up; Including but not limited to: special cargo, terminals/APL and non-APL, truckers/vendors, rail operations, shipment monitoring, and documentation.
• Provides bookings with consultation for vessel approvals when required with special cargo/fleet control, equipment approvals with equipment control, consulting customer, blocking bracing, hazardous requirements, terminal procedures and coordination with operations US/overseas.
• Optimizing and building work processes to streamline workload and improve support. Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Maintain positive relationships with internal partners and external contacts under difficult conditions and negotiates the best solutions for both APL and the customers by following processes and follow up to resolution.
• Takes initiative and acts as lead on projects. Sets tasks and priorities, delegates, as needed, and coordinates all aspects of multiple projects and makes recommendations on findings.
• Make limited financial decisions with regards to cargo free time, freight rate reductions, motor carrier costs, and Service Recovery waivers
Knowledge, Skills, Abilities
• Action Oriented: Takes initiative, prioritizes tasks effectively, and consistently drives work to timely completion.
• Communicates Effectively: Communicates clearly in verbal and written form; listens actively and ensures mutual understanding.
• Collaboration: Works cooperatively with team members and cross functional partners to achieve shared goals and maintain a positive team environment.
• Customer Focus: Provides high quality service by understanding customer needs, responding promptly, and ensuring a positive experience.
• Trustworthiness: Demonstrates integrity, reliability, and discretion while maintaining confidentiality and honoring commitments.
• Problem Resolution: Identifies issues quickly and applies effective solutions while following established guidelines and procedures.
• Critical Thinking: Uses logic, data, and sound judgment to evaluate information and make informed decisions.
• Adaptability: Adjusts effectively to shifting priorities, changing environments, and new assignments with a positive, flexible attitude.
• Entry-Level Excel Skills: Performs basic Excel functions such as data entry, sorting, filtering, formatting, and using simple formulas (SUM, AVERAGE, COUNT).
Qualifications
Education
Required/Preferred Education Level Description
Required High School Diploma or GED
Preferred Bachelor’s Degree
Work Experience
Experience Years of Experience Description
General Experience 3-5 years
Industry Experience 1-3 years
At American President Lines, we are committed to fair and equitable compensation practices. The expected salary range for this position is $61,000 - $76,000 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.
The CMA CGM Group is a global player in sea, land, air and logistics solutions, true to its corporate Purpose, "We imagine better ways to serve a world in motion".
Present in 177 countries, it employs 160,000 people, of which nearly 6,000 in Marseilles where its head office is located.
The world's 3rd largest shipping company, CMA CGM serves more than 420 ports across 5 continents with a fleet of over 650 vessels. In 2024, CMA CGM carried over 23 million TEU (twenty-foot equivalent unit) containers. Its subsidiary CEVA Logistics, one of the world's top five players, operates 1,000 warehouses and handled 15 million shipments in 2024. CMA CGM AIR CARGO, the Group's air freight division, will operate a fleet of 6 cargo aircraft by 2025.
CMA Media, France's 3rd largest private media group, includes RMC-BFM and several national and regional press titles (La Tribune Dimanche, La Tribune, La Provence and Corse Matin).
Committed to energy transition, the CMA CGM Group is aiming for Net Zero Carbon by 2050.
The CMA CGM Foundation provides humanitarian aid in crisis situations, and is committed to education for all and equal opportunities throughout the world. To date, the CMA CGM Foundation has transported 63,000 tons of humanitarian aid to 97 countries and supported over 550 educational projects.
