Client Support Analyst - Import VIP

About the Role

The Client Support Analyst works closely with the VIP Client Support Specialist and is tasked with collecting, processing, and compiling data for reporting purposes. The Analyst monitors and maintains communication with IMP VIP clients, handling or assigning cases to the VIP Client Support Specialist depending on the level of complexity.

Key Responsibilities

• Create and deliver all assigned VIP reports
• Resolve customer inquiries in a timely manner
• Proactively identify customers' needs
• Monitor account performance, identifying and reporting trends to VIP Client Support Specialist
• Establish relationships with operational departments to develop successful collaboration
• Directly address day-to-day requests utilizing communication channels (email, phone), and assign more complex cases to the respective VIP Client Support Specialist
• Work closely with the VIP Client Support Specialist in identifying and anticipating customers' issues
• Strictly follow company policies and procedures
• Perform other duties as assigned

Qualifications & Key Competencies

• Bachelor's degree preferred or equivalent experience in a similar role (supply chain, transportation, shipping, logistics, freight forwarding, customer service, etc.)
• English: advanced
• Strong attention to detail
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• Ability to work under tight deadlines
• Great team player
• Knowledge of MS Excel with the ability to learn new software
• Knowledge of CRM System: preferred
• Knowledge of Customs and shipping regulations: intermediate

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance: one-time annual salary up to $50,000
• Long Term Disability Insurance
• Paid Parental Leave
• Business Travel Insurance
• Flexible Spending Accounts (Health, Dependent Care, Transit/Parking)
• Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans
• Short Term Disability Insurance (effective day one)
• 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match
• Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
• Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others

About Mediterranean Shipping Company (MSC)

Mediterranean Shipping Company (MSC), headquartered in Geneva, Switzerland, is a global leader in transportation and logistics, privately owned and founded in 1970 by Gianluigi Aponte. As one of the world's leading container shipping lines, MSC has 675 offices across 155 countries worldwide, with the MSC Group employing over 200,000 people. The company has evolved from a one vessel operation into a globally respected business with a fleet of 800 vessels that provides timely delivery of goods and services to customers of all industries and sizes. With access to an integrated network of road, rail, air, and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge. MSC's shipping line sails on 300 trade routes and calls at 520 ports, carrying some 22.5 million TEU (twenty-foot equivalent units) annually.