Client Support Specialist – Import VIP

About the role

We are seeking an experienced and motivated Import VIP Account Specialist to join our Houston, Texas team. Reporting directly to the Import VIP Manager and collaborating closely with the Nationwide General Manager, you will serve as the primary touchpoint for our most valued clients, providing personalized support and strategic account management. Your role is to ensure each client receives the highest level of attention, efficient onboarding, and seamless logistics solutions. Taking full ownership of the customer experience, you will coordinate across multiple departments and respond proactively to operational challenges to uphold our standards of VIP service.

Responsibilities

• VIP Customer Onboarding: Oversee and execute the onboarding process for VIP customers, collaborating with Finance, Tech, and Logistics teams to ensure all aspects of account setup are completed accurately and efficiently.
• Terms & Conditions Management: Monitor and ensure all changes or updates to the agreed Terms & Conditions are executed in a timely and proper manner, keeping all stakeholders informed.
• Quality Control & Reporting: Conduct daily quality control checks and reports' analysis. Coordinate with VIP Analysts and the Import VIP Management to address day-to-day activities based on complexity and priority.
• Client Needs Assessment: Develop a deep understanding of each client's unique requirements. Communicate clients’ expectations to the Nationwide VIP Management and ensure that service deliverables align with the established VIP standards.
• Performance Monitoring: Proactively monitor account performance metrics and identify operational issues or trends. Provide timely reporting and insights to the Import VIP Local Manager and Nationwide General Manager.
• Cross-Departmental Collaboration: Work closely with internal teams to resolve account-specific matters and deliver seamless client experiences.
• Operational Business Reviews: Conduct Operational Quarterly Business Reviews for assigned accounts to evaluate performance and identify areas for improvement.
• Issue Resolution & Escalation: Serve as the first level of escalation for all customers’ issues or problems, addressing concerns promptly and professionally. Determine when further escalation is needed.
• Relationship Management: Build, maintain, and strengthen long-term relationships with VIP accounts by providing attentive, personalized, and responsive service at every touchpoint.
• Continuous Improvement: Identify opportunities to enhance processes, tools, and overall customer experience, contributing ideas to improve our VIP service offering.

Qualifications

• Bachelor’s degree (preferred but not required; equivalent experience considered).
• Minimum of 2-4 years of experience in account management, customer service, or a similar role.
• Demonstrated ability to manage high-value client relationships with professionalism and discretion.
• Strong analytical skills and experience with data reporting, quality control, and process optimization.
• Excellent communication and interpersonal skills, with a client-centric mindset.
• Proficiency in using Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to multitask, prioritize responsibilities, and adapt to evolving client needs in a fast-paced environment.
• Experience collaborating with cross-functional teams and managing projects involving multiple stakeholders.
• Problem-solving orientation with a proactive approach to issue identification and resolution.

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance: one-time annual salary
• 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.