Service Account Executive

3 weeks ago

Montréal, Canada MSC - Mediterranean Shipping Company Full time

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**:
As part of the Export Service team the Services Account Executive’s primary responsibility is to deliver an exceptional customer experience to the MSC customer base. They are responsible for developing relationships with the MSC client, create a strong value-add service relationship, manage client expectations pro-actively seeking solutions, strategically escalate situation to best manage situations in the favor of the client, maintain regularly scheduled meetings, source internal information to meet inquiries and be the MSC face to client. Expectations are to develop technical capacity to manage all functional aspects of the shipment cycle (bookings, documentation, and customer service).

**Key Accountabilities**
- Review and resolve customer inquiries (measured by accuracy and effectiveness of communication)
- Managing top tier export accounts for MSC Canada
- Ensure escalations are brought forward and followed-up on in a timely manner
- Seek opportunities for service/process improvements to enhance the overall customer experience
- Participate in continuous development and training opportunities provided within the area
- Analyze, and resolve issues with a high level of customer service
- Ensure timely follow-up on all import and export related Customer issues until resolved.
- Follow up internally and externally with respective stakeholders as required to resolve issues
- Work in parallel on an independent CRM tool to assist customers within established KPIs.
- Assist in additional departmental tasks where required including but not limited to:

- inputting data correctly and accurately into our in-house system (MSC LINK)
- ensuring detailed and meticulous verification of all documents pertaining to each container and shipment

**Qualifications**:
All MSC Canada employees are expected to exhibit the **MSC Values** while exhibiting true customer centricity in all interactions with colleagues and customers alike.
- Minimum 2 years experience in a customer service environment
- Bilingual written and spoken (French / English)
- Advanced level of communication and interpersonal ability
- Knowledge/experience using ERP systems or Transportation Management systems an asset
- Excellent attention to detail and accuracy while working quickly and under pressure
- Strong problem-solving skills and ability to make decisions within scope of role
- Adaptable to change in a fast-paced work environment
- Open to flexible scheduling and rotating shifts, including weekends and the 11:30 am to 8:00 pm shift

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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