Import Customer Service Representative

Import Customer Service Representative

MSC USA - Tempe

Job Summary:

Handles general import inquiries directed to the US – CS Import queue in Dynamics and phone calls. All inquiries must be addressed promptly and accurately. Dynamics cases should be properly categorized and include the necessary information to ensure data integrity for management analysis. Maintains productivity and service standards as established by the Manager and the Company.

 Key Responsibilities

• Resolving cases and answering calls promptly and accurately using Dynamics and 8x8 systems.
• Ensuring that cases are categorized and include the necessary information according to the subject matter.
• Redirecting inquiries to the appropriate parties if Import Customer Service is unable to provide a correct response.
• Completing assigned tasks before taking breaks, lunch, or ending the workday.
• Ensuring that all inquiries are handled and followed through until resolution to ensure good customer experience (CX).
• Maintaining productivity and service level standards as set by the Manager and the Company.

• Ensuring that quality standards are met for all inquiries handled.
• Maintaining a high standard of professionalism in all interactions with internal and external customers.
• Collaborate closely with the Import Customer Service Management to align goals and initiatives.
• Foster a collaborative environment within the ICS team and other divisions to enhance overall performance.
• Communicate effectively with team members, providing clear guidance and support.
•  Perform other duties as assigned by management to support the overall objectives of the ICS team.
   

Qualifications

• High school diploma or equivalent; Bachelor's degree preferred. 
• Basic knowledge of the import process preferred.
• Ability to follow processes and procedures accurately.
• Basic data entry and analysis skills.

Core Competencies

• Analytical: intermediate
• Attention to detail: advanced
• Communication skills: advanced
• Customer orientation: advanced
• Dependability: advanced
• Organization skills: advanced
• Proactivity: advanced
• Problem solving: intermediate
• Team player: advanced
• English: intermediate
• New Programs: intermediate
• MS Office, especially MS Excel: intermediate 

What We Offer

• 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

You will also have access to additional benefits, effective day one:

• Short Term Disability Insurance
• 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. For more information, visit MSC Mediterranean Shipping Company

Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohib