Administration & Customer Service Representative (Pago Pago) (AS)

Reporting to: Branch Manager American Samoa Employment Type: Permanent, Full-Time Work Location: Pago Pago, American Samoa

The Administration & Customer Service Representative is to provide high-quality administration and customer service support for the American Samoa branch, acting as the first point of contact for customer enquiries and supporting the smooth coordination of office activities. The role is responsible for delivering a responsive and consistent customer experience, meeting service KPIs, and proactively engaging with customers. It also works closely with internal stakeholders to drive service performance and acts as the Voice of the Customer, particularly for Premier, VIP and Elite accounts.

The role and responsibilities will include:

Act as the first point of contact for customer enquiries, providing timely, accurate and consistent support across phone and internal system channels in line with agreed SLAs and KPIs.

Manage the end-to-end customer order lifecycle, including space and allocation enquiries, shipment details, documentation and coordination with vessel/terminal planners.

Proactively manage customer exceptions and critical events, including delays, disruptions, CODs and damaged cargo, ensuring customers are kept informed throughout the resolution process.

Build strong customer and stakeholder relationships, working closely with internal teams, overseas agents and third-party Pacific Island agencies to resolve issues and deliver effective solutions.

Support operational and commercial requirements, including customer reporting, correct cargo routing and procedures, and promotion of relevant eBusiness, maritime and other services.

Contribute to a culture of customer excellence and continuous improvement by anticipating issues, reducing recurring errors, following established processes/RACI responsibilities, and continuously improving customer responsiveness and service quality.

To be successful in this role, you will need:

Previous administration and customer service experience, supported by strong organisational, administrative and computer skills.

Strong customer-focused approach, with excellent written, verbal and telephone communication skills and the ability to build effective customer relationships.

Demonstrated problem-solving skills, with the ability to manage customer issues effectively and deliver practical solutions.

Ability to prioritise competing workloads, meet deadlines and manage multiple tasks in a fast-paced environment, both independently and with minimal supervision.

Relevant qualifications or experience in customer service, administration, logistics or a related field will be highly regarded. Experience within shipping, transport or logistics is advantageous but not essential.

Eligibility Requirements

Applicants must have the legal right to live and work in American Samoa. Please note that visa sponsorship and relocation assistance are not available for this position.

We’re building our teams locally across the Pacific and are looking for people who want to grow with us and contribute to our communities. This position is based in American Samoa and requires an on-site presence. Applications seeking overseas-based remote working arrangements will not be considered.

Kia ora, Talofa, Halo, Ola, Gutpela dei, Mālō e lelei! – we welcome all local talent ready to join our Pacific team!

Why join CMA CGM?

We are continuously striving to provide new opportunities and benefits that make our business a great place to work, but the truth is that it’s our people who make us want to come to work every day. We make time to engage, connect and celebrate the moments that matter with our colleagues.

We have a strong culture built around supporting progression and promotion and offer a diverse and engaging training calendar that provides you with the opportunity for growth, no matter your interests. In an ever-changing economy, the shipping industry remains a beacon of stability, and our continued success is a testament to our unwavering commitment to excellence. We prioritise delivering exceptional experiences to both our customers and our employees.

The CMA CGM Group is also deeply committed to sustainability. We demonstrate our dedication to acting for the planet, people, and fair trade, through initiatives like reducing greenhouse gas emissions, promoting equity and inclusion in the workplace, educating employees on climate issues, and engaging in community and environmental projects.

Our Commitment to Diversity

At CMA CGM, we take pride in being one of the most culturally diverse organisations locally and globally, fostering a respectful, inclusive, and collaborative environment where all employees can thrive. Our strength lies in our people, and embedding Diversity, Equity, and Inclusion (DEI) into our culture is essential to our ongoing success. By Acting for People, we harness the unique perspectives and experiences of our teams, benefiting our employees, customers, and the communities we serve. We welcome and encourage applications from all qualified individuals, and celebrate the variety of backgrounds, experiences, and perspectives that make our teams stronger.

Join us at CMA CGM, where your potential meets endless possibilities, and together, we shape the future of global shipping.