Customer Service Representative - Import
MSC USA - Tempe
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 provides exceptional support to clients regarding import shipments by responding promptly and accurately to inquiries received through the US – CS Import queue in Dynamics, phone, or email.
The role is responsible for addressing shipment-related questions and issues, maintaining accurate transaction logs, properly categorizing Dynamics cases, and ensuring all required information is captured to support data integrity and management analysis. The position also maintains established productivity and service standards in alignment with the Manager and Company expectations.
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.
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:
- 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
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Health Insurance
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Dental & Vision Insurance
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Life Insurance: one-time annual salary up to $50,000
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Long Term Disability Insurance
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Paid Parental Leave
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Business Travel Insurance
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Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
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Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans
You will also have access to additional benefits, effective day one:
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Short Term Disability Insurance
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401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match.
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Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
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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 [email protected] 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.
