Job Description

The Customer Service representative is a complex role that requires individuals to develop a well-rounded set of skills to execute and understand the technical aspects related to the cycle of an import container and be confident to interact with our customers when managing their inquiries. The import documentation function is a very detailed protocol that enables a shipment to pass through customs and ultimately be delivered or picked up by our customer. The timeliness and accuracy are paramount to ensure an efficient and positive customer experience. The comprehension on the technical side will enable Customer Service Representatives to manage communication and relationships with our customers. Inquiries are vast in scope and vary on complexity to resolve. Simple inquiries are as basic as a track & trace request and as complex and urgent as a Change of destination request.

Key Accountabilities

The key accountabilities are determined by area of focus and will adjust as the team members gain the required technical expertise.

Customer Service Centric Approach

Mastery of the MSC Canada Customer Experience model and output

Ability to communicate with the utmost professionalism

Operate in a pro-active manner with the customers inquiries and requests

Express a passion for customer service and approachable demeanor

Provide a positive outlook and sense of urgency

Customer Service

Management and resolution of customer inquiries and requests

Proper analysis on inquiries to provide a viable solution

Due diligence to resolve the inquiry or seek support to resolve

Management of escalation process to ensure an optimal customer experience

Professional communication through all channels (email and telephone)

Relationship development with our customer base and global agencies.

Performance requirements in line with our defined KPIs

Support to all internal stakeholders.

Import Documentation

Execution of the Documentation protocol for import vessels

Management documentation to release of shipments

Detailed verification of documentation to ensure compliance requirements

Coordination with overseas agencies for resolutions and changes

Internal coordination on change inquiries and issue resolution

Execution as per internal KPIs

Qualifications

All MSC Canada employees are expected to exhibit the MSC Values, striving to drive customer centric results in all interactions with colleagues and customers alike.

University degree minimum requirement.

Specialty in Supply Chain Management or Operations Management an asset.

3 years’ experience in a customer service environment

Bilingual written and spoken (English / French)

Additional languages an asset

Proficient in Microsoft applications

Experience operating within ERP systems or Transportation Management systems and asset.