APL, one of the world's leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide. We provide container transportation through our international shipping network which combines high-quality intermodal operations with advanced technology, equipment and e-commerce. APL is part of the CMA CGM Group, a leading worldwide shipping group founded in 1978 by Jacques R. Saade. CMA CGM has a global presence thanks to its numerous vessels calling various ports all over the world. CMA CGM has grown continuously, and has been constantly innovating to offer its clients new sea, land and logistics solutions. Headquartered in Marseilles, the Group has employees all over the world in hundreds of agencies. With over 160 years of experience, APL has the knowledge and the expertise to help our customers grow their businesses and negotiate in an increasingly complex and ever-changing global marketplace - whether that is venturing into new territories or growing in already developed markets.
American President Lines is hiring customer service representatives for our Nashville location. A successful Representative will ensure responsibilities are processed in a timely and accurately manner, effectively communicating with internal parties, Vendors and Customers to avoid delays and maintain customer satisfaction. Vacancies include:
Cargo Readiness:
The Cargo Readiness Representative will oversee the export process after the booking stage, with the focus on optimizing the loading process by tracking, tracing, and chasing for container activity and documentation submission on time, as well as by providing end to end visibility on the booking materialization status, anticipating actions that will enable better control and cargo allocation on the vessels, while reducing booking fall-downs. All to be coordinated with other departments such as Booking Desk, Cargo Flow, Equipment, Logistics, Operations, GBS centers and customers.
Areas of communication with customers and other departments will consist in:
Check for lading intention i.e., whether the booking will be utilized for a given voyage or be rolled or canceled.
Check for container activity i.e., whether the empty container will be released or if the full container will be delivered to the terminal.
Check whether different documentation is received and complete according to the criteria, timeline, and established cut-offs.
Booking information and documentation are accurate and up to date timely in LARA and at the terminal.
Cargo Readiness Accountabilities:
Manage vessel milestones, chasing communication process and cutoffs while ensuring cargo activity and documentation compliance for each vessel
Track and trace rail cargo to ensure network fluidity and limit exposure to cargo idling at XRX status
Complete event's changes in the system (booking adjustments, vessel clean-up after SLCs) within the next working period (12pm or 5pm)
Working incoming daily emails for problem resolution (KPI expected in delivering responses within 2-hour TAT)
Provide end to end visibility to the booking overall materialization status by creating and providing the proper Cargo Readiness Report
Identify, recommend, and implement process improvements for Cargo Readiness
Calling for No Activity on large lot container bookings based on the specific service allocation
Calling for Docs on booking the morning of Port Cut
Proactive VGM resolution
Proactive management HAZ booking for acceptance validation
Proactive track and trace against downline vessel cutoff
Management of true NDNL shipments
Shared oversight of dwelling XRX containers with the new Idle team
Will be moving onto the NOVA for CR shipment management
Container Incident Management/Service:
An IM Representative will be responsible for the management and processing of the following:
Redelivered export loaded containers to customers
US imported containers that are required to be Re-exported back to the foreign origin location
US origin exported containers that are required to be Returned from the foreign location back to the US customers
The application, removal or change of hazardous placards on containers imported to the US
Seal issues; missing or discrepancies
Leaking, Leaning, or damaged import or export containers
Transloading of import or export containers
Missing or Lost import or export containers
Resolution of Empty Laden containers found at foreign PODs
Using NOVA Tracking Report for incident case management
KPI Matrix expected in delivering responses withing 2-4 TAT
Working incoming daily emails in NOVA - placing in Pending and Closing once completed
Identify, recommend, and implement process improvements to Service Delivery
Idle Management:
This role exists to support the Idle Management team in managing Idle Cargo.
An Idle Representative is responsible to track import and export containers that remain idle for an extended periods with transport vendors, at a customer location, or in port or ramp locations. They are responsible to effectively communicate via phone and or email with the applicable parties to have the containers move to the next state as identified in the Idle SOP to end idle status. They work in conjunction with the GBSI Idling team who generate reports and process Pre and Final Lien letters to customers via email and in the case of Final Lien letters also via FedEx.
A successful Representative will ensure containers deemed idle are reviewed and actioned per process requirements. They will work from idling reports and work lists provided by management and will be responsible to resolve the idling situation in a timely and accurately manner. They will use NOVA to manage the idling cases and effectively communicate with internal parties, Vendors and Customers to avoid delay, costs and maintain customer satisfaction.
If containers are idle beyond applicable free time the responsible party will be charged Detention and / or Demurrage. If the idling is not resolved legal action may be initiated to recover containers or seize cargo, with all costs for the account of the applicable party.
Review idle reports and take required course of action per Idle SOP
Provide feedback to GBSI Idle team on data issues
Contact applicable parties to have them take action or provide intent on idling containers
Record status updates in NOVA
Collecting all documents issued and sent to the customer when completing and sending Salvage Packets to Norfolk Salvage Team
Assisting foreign PODs by contacting US Shippers regarding Idle Containers at POD
Produce Idle reports including appropriate data
Distribute Idle reports with designated stakeholders
Documentation:
This role exists to support and facilitate US Customer escalations and serve as a liaison between GBSI Documentation Team, Internal Departments and External Customers.
A Doc Support Representative is responsible to respond to phone and email queries, facilitate urgent corrections, monitor the Vessel Filing schedule and assist with contacting customers regarding RFI's. Adhere to all corporate and departmental standards while ensuring compliance with Country rules and regulations including US CBP requirements and compliance.
The primary interface with internal and external customers is via email; however, telephone communication is required, necessitating the need for both verbal and written communication skills. The Documentation Support rep works in a team environment, handling issues for customers in the United States.
Documentation Accountabilities:
Process Agency RFI Report including customer notification
Support Internal and External Customer escalations for North America
Researching various items (Rules and Regulations, Partner Code discrepancies, POD requirements)
Monitor manifest requirements for NDNL Countries and ensure manifesting is processed timely
Print OBLs for North America Customers
Support Lost OBL Process per HO instructions
QUALIFICATIONS
High School diploma or equivalent required.
Previous Customer Service Experience/Logistics/Transportation- 1 year preferred
LARA - 1 year preferred
Excellent oral and written communication skills are a must, as is an ability to rapidly organize and analyze complex and diverse situations and large amounts of data
Excellent organizational skills with strong attention to detail and ability to prioritize
Strong analytical skills to assess situations, identify trends, and resolve problems
Ability to recognize events and issues that should be raised to other teams
Possess effective time management skills
Ability to multitask with multiple deadlines
Demonstrate analytical skills and proactive approach to problem solving
Must possess a proven high-level performance record.
Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook.
Working knowledge of pivot tables beneficial
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES
Bachelor's degree or some college coursework preferred.
Experience in the transportation industry is preferred.
Experience in team-based environment and Quality tools and techniques preferred.
KEY COMPETENCIES
Teamwork
Respect
Integrity
Innovation
Customer Focus
APL is an Equal Opportunity Employer/Minorities/Female/Disabled/Protected Veteran/Gender Identity/Sexual Orientation. 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.
