Export Customer Service Representative

Export Customer Service Representative

MSC USA - Charleston

Job Summary/Key Responsibilities: JOB SUMMARY

Provides comprehensive assistance to clients, addressing inquiries and concerns regarding their shipments while delivering exceptional customer service to ensure client satisfaction. Maintains meticulous records of customer interactions to uphold data integrity for management reports and consistently meets productivity and service level standards.

Essential Functions

• Communicates effectively with clients via phone and email to troubleshoot and solve problems while cultivating positive relationships.
• Collaborates with team members and departments to optimize task execution, meet deadlines, and observe corporate guidelines for addressing customer inquiries; works with departments to amend and fix any discrepancies.
• Escalates unique or complex issues to the appropriate supervisor for resolution when necessary.
• Handles booking processes in the internal system based on client requirements, updates information accordingly, and coordinates all export shipment activities following MSC procedures; Assists clients in troubleshooting and problem solving regarding the bookings assigned.
• Maintains close communication with carriers and other agencies involved to facilitate seamless coordination and provide regular updates on shipment status.
• Updates records for reports as required by management, contributing to informed decision-making.
• Anticipates potential problems and demonstrates problem-solving skills to address unforeseen issues, going the extra mile to enhance the customer's experience.
• Presence required on-site 5 days per week
• Performs other duties as assigned.

Qualifications

Requirements

Required Skills, Education and Experience

• Bachelor's degree preferred or equivalent experience in a similar role (supply chain, transportation, shipping, logistics, freight forwarding, customer service, etc.)
• Experience working in an international environment, a plus
• Ability to successfully develop and maintain positive client and vendor relationship
• Attention to detail: advanced
• Communication skills: advanced
• Customer orientation: advanced
• Dependability: advanced
• Organization skills & time management: intermediate
• Proactivity: intermediate
• Problem solving: fundamental
• Productivity: advanced
• Team player: advanced
• English: advanced
• MS Excel with the ability to learn new software: intermediate

Physical Demands

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time
• Must be able to commute to the designated office location
• Presence required on-site 5 days per week

Work Authorization

• Authorization to work in the U.S

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.

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.

Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at View email address on click.appcast.io and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.