Export Customer Service Representative

Job Title

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.

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:

Requirements:

• 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

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: 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.