Client Service Representative
2 months ago
Company Description
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 Client Services 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 Client 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 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.
**Client Service Centric Approach**
- Mastery of the MSC Canada Customer Experience model and output.
- Ability to communicate with the utmost professionalism.
- Operate in a proactive manner with the customers' inquiries and requests.
- Express a passion for customer service and an approachable demeanor.
- Positive outlook and sense of urgency.
**Client S**ervice**
- Management and resolution of customer inquiries and requests.
- Proper analysis of 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.
- Relationship development with our customer base and global agencies.
- Performance requirements in line with our defined KPIs.
- Support to all internal stakeholders.
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, multi-task, and work under pressure towards deadlines.
- Ability to access, retrieve, format data using various business systems and produce standard/nonstandard reports.
- 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.
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