Client Solutions Representative (Norfolk Va, US) at THE CMA CGM GROUP | A global player in sea, land, air and logistics solution

Led by Rodolphe Saadé, 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

The Client Solutions Representative at CMA CGM serves as the primary advocate for our clients, ensuring their logistics needs are handled with efficiency, accuracy, and professionalism. This role requires a solid understanding of international trade, import/export regulations, and supply chain processes to deliver exceptional support and customized solutions.

As a key point of contact, the representative expedites customer requests—both complex and routine—to prevent service disruptions and create a positive client experience. Responsibilities include analyzing data across multiple systems, resolving issues in a fast-paced contact center environment, and engaging with clients through both written and phone communication.

We are seeking customer-focused professionals with strong communication skills, problem-solving abilities, and a passion for delivering innovative solutions.

Functions & Duties

• Respond promptly to inbound calls and service emails within KPI targets, delivering tier-one support and building strong customer relationships through personalized communication.

• Provide accurate shipment updates using rail and terminal platforms to keep customers informed.

• Act as a liaison between internal and external stakeholders, ensuring urgent issues are resolved quickly while minimizing delays and misunderstandings.

• Maintain tracking reports and assist with issue resolution, including damaged cargo, lost containers, and related disruptions. Generate monthly reports (e.g., MQC, aging, dwell).

• Conduct root cause analyses following service failures and coordinate recovery actions in partnership with customers and internal teams.

• Pursue ongoing training opportunities and contribute to process improvement initiatives.

• Perform additional projects and tasks as assigned.

Knowledge, Skills & Abilities

• Basic knowledge of U.S. and global geography.

• Working knowledge of international shipping preferred.

• Proven customer service and phone etiquette skills in a high-volume call center environment.

• Ability to communicate with professionalism and sensitivity to customer needs.

• Excellent verbal, written, and interpersonal communication abilities.

• Strong organizational, multitasking, and time management skills in a fast-paced setting.

• Adaptability to continuous learning in a changing environment.

• Analytical and critical-thinking skills with the ability to synthesize data and resolve complex issues.

• Flexibility to work staggered hours as needed for team coverage.

• Proficiency with Microsoft Office Suite (OneNote experience a plus) and ability to use multiple systems simultaneously, from legacy platforms to modern applications.

Qualifications
Education

• Required: High School Diploma or GED

• Preferred: Bachelor’s Degree

Experience

• 1–3 years of relevant work experience.

• Experience in a high-volume call center environment.

• Team-oriented with flexibility to adapt to changing priorities.

• Background in business-to-business sales, account management, or client relations preferred.

• Familiarity with CRM systems, logistics management platforms, and other industry-related technologies.

• Proven ability to manage conflict and maintain positive customer and team relationships.

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 [email protected]