Customer Service Representative - Import

Customer Service Representative - Import

MSC USA - Houston

Looking for a career opportunity but have no experience? 

At MSC, we are looking for candidates that would like to challenge themselves in the world of logistics. We offer a diverse environment, and it is important for us to continue to bring professionals with different background and experiences. Together, we will continue to grow while connecting the world around us. It is a big world, and it takes expertise, ingenuity, hard work and dedication to keep it moving. You will learn what it takes to move a shipment from point A to point B while gaining immeasurable industry knowledge with the largest shipping line in the world! Excited yet? Come join us!

Job Summary

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

Key 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 statues 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 as well as having problem solving skills to solve any unforeseen issues.
• Performs other duties, as assigned.

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.

Qualifications & Key Competencies:

• Bachelor’s degree preferred or equivalent experience in 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
• English: advanced
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• People oriented, with ability to proactively identify clients’ requirement and understand their point of view
• Ability to work under stress
• Great team player
• Adapt to learn new software
• Knowledge of MS Dynamics
• Knowledge of de-escalation techniques

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 acces