CUSTOMER SERVICE REPRESENTATIVE

MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.

Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future direction.

Job Description

The Export Client Department is responsible for the efficient flow of customer communication and processing to ensure the movement of our shipments being exported out of Canada. This requires a strong customer service approach in conjunction with the execution of technical functions, such as critical thinking, solution / result-oriented, attention to details, pro-activeness, ability to work as a team with internal stakeholders. 

The Export Client Services Representative is a crucial 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 export container and be confident to interact with our customers when managing their inquiries. The development of experience will require team members to gain experience and knowledge from each area within Client Services, including Booking and Documentation. MSC Canada aspires to be the top a service provider with customer experience at the forefront of all interaction. 

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  

• Ability to communicate with the utmost professionalism and operate in a proactive manner with the customers' inquiries and requests.  
• Express a passion for customer service and an approachable demeanor with positive outlook and sense of urgency.  

Customer Service  

• Management and resolution of customer inquiries and requests to provide a viable solution.  
• 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 and support to all internal stakeholders 
• Maintain accurate and up-to-date records of all Booking-documentation and educate customers about its requirements and procedures. 
• Performance requirements in line with our defined KPIs.  

Please note that there may be other tasks that pertain to the position not indicated above. 

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.  

• 3 years’ experience in a customer service environment  
• Educational background in logistics/operations/supply chain, an asset.  
• Detail oriented and customer focused.  
• Ability to work in a fast-paced environment, detail-oriented, multi-task, and work under pressure towards deadlines.  
• Ability to access, retrieve, format data using various business systems and produce standard/nonstandard reports. 
• Understanding of customer service principles and practices. 
• Demonstrated experience in PC software applications (MS Office), and other related office systems.  
• Experience operating within ERP systems or Transportation Management systems.  
• Excellent verbal and written communication skills in both English and French (additional languages an asset).

Additional Information

Great people who work hard and look out for each other because we’re a team—it’s that simple!

Just to name a few of our perks: 

• Flexible health and dental benefits coverage (for all permanent full-time roles).
• RRSP coverage with the Company matching a portion of employee contribution (for all permanent full-time roles).
• Tailored training program opportunities for employee development.
• Employee mentorship, leadership, and assistance opportunities.
• Employee referral incentive program.
• Community Involvement.
• Gym facility.
• Health & Wellness Program.

Hurry, and apply now!

MSC Canada is an equal opportunity employer, and we welcome and encourage applications from all interested parties. Accommodations are available, upon request, for those with a disability or medical need during any stage of the recruitment process. We thank all candidates for their interest in MSC Canada however, only those candidates selected for an interview will be contacted.