Customer Service Representative - Imports

About the role

This position is responsible for providing exceptional support to our clients regarding their import shipments. You will assist clients with questions or issues related to their import shipments, ensuring top-notch customer service via phone or email. Additionally, you will maintain accurate logs of all transactions in the company's systems for consistent and efficient support.

This role requires working on-site in the office for five days a week, from Monday to Friday. There is no option for fully remote or hybrid work in this role, unless required off-site duties are being performed.

Responsibilities

• Ensures appropriate actions are taken to resolve customers’ problems and concerns.
• Uses all available tools to meet customer's needs in the first contact.
• Answers phone calls and emails in a timely, professional, and effective manner.
• Provides timely and accurate responses to all inquiries regarding transportation statuses and updates.
• Observes corporate guidelines when addressing customer inquiries regarding shipments.
• Reaches out to respective departments outside of Import Customer Service to amend and fix any discrepancies.
• Escalates unique or complex issues to the appropriate supervisor for resolution when necessary.
• Anticipates potential problems before they arise and uses problem-solving skills to address unforeseen issues.
• Performs other duties, as assigned.

Requirements

• Bachelor’s degree preferred or equivalent experience in a similar role.
• Prior experience in supply chain, transportation, shipping, logistics, freight forwarding, customer service, call center, administrative, or clerical jobs.
• Ability to work under tight deadlines.
• Advanced English proficiency.
• Strong attention to detail.
• Organized, efficient, and able to manage time effectively.
• Strong customer service mindset, focused, and responsive.
• People-oriented, with the ability to proactively identify clients’ requirements and understand their point of view.
• Ability to work under stress.
• Great team player.
• Adaptability to learn new software.
• Knowledge of MS Dynamics.
• Knowledge of de-escalation techniques.

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• 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 stretching across the globe, MSC prides itself on delivering global service with local knowledge. The company’s shipping line sails on 300 trade routes and calls at 520 ports, carrying some 22.5 million TEU (twenty-foot equivalent units) annually.