Phone Channel: First-Call Resolution Specialist

MSC Mediterranean Shipping Company; Vancouver; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible health and dental benefits

RRSP matching

Tailored training opportunities

Employee mentorship and leadership

Employee referral incentive program

Community involvement

Gym facility Montreal and Toronto

Health & Wellness Program

Job summary

MSC Canada is seeking a Client Service Representative – Phone Channel to be the primary contact for customers via inbound and outbound calls. You will guide bookings, schedules, cargo status, and operations while driving first-call resolution and using MSC digital platforms like myMSC.

Strong English and French written and verbal communication are essential. A 3+ year background in shipping or logistics, plus an appropriate degree, will support your success in this on-site Vancouver role with

Qualifications

• University or College degree in Transportation, Supply Chain or related field.
• 3+ years of relevant industry experience in shipping, logistics or transportation.
• Strong verbal and written communication in English and French.

Responsibilities

• Serve as the primary point of contact for inbound and outbound customer calls, providing professional and solution-oriented support.
• Conduct proactive outbound calls to inform customers of shipment updates, documentation needs, or service disruptions.
• Provide real-time guidance on bookings, schedules, cargo status, and operational processes.
• Achieve high first-call resolution by addressing customer inquiries efficiently during the initial interaction.
• Proactively identify potential issues (delays, rollovers, documentation gaps) and communicate solutions to customers.
• Strengthen customer relationships and engagement through clear, confident, and customer-focused communication.
• Encourage customers to utilize MSC digital platforms to improve efficiency and ease of doing business.
• Escalate complex operational issues to relevant internal teams while maintaining ownership of customer follow-up.
• Document call outcomes accurately in internal systems to ensure visibility and service continuity.
• Contribute to improvements in customer satisfaction (NPS), response speed, and overall service quality.

Skills

Bilingual English/French

Verbal and written communication

Time management

Education

University or College degree in Transportation, Supply Chain or related field

Tools

MS Office

SharePoint

Scheduling tools

Job description

Position Summary:

The Client Service Representative – Phone Channel serves as the primary point of contact for customers, delivering professional, solution‑oriented support through inbound and outbound calls while providing real‑time guidance on bookings, schedules, cargo status, and operational processes. The role focuses on achieving high first‑call resolution, proactively identifying issues such as delays, rollovers, or documentation gaps, and communicating effective solutions to ensure a smooth customer experience. Through clear, confident communication, the representative strengthens customer relationships, promotes the use of MSC digital platforms like myMSC, and escalates complex matters while maintaining ownership of follow‑ups and accurately documenting call outcomes for visibility and service continuity. The position directly contributes to enhancing customer satisfaction, response speed, and overall service quality.

Position Summary:

The Client Service Representative – Phone Channel serves as the primary point of contact for customers, delivering professional, solution‑oriented support through inbound and outbound calls while providing real‑time guidance on bookings, schedules, cargo status, and operational processes. The role focuses on achieving high first‑call resolution, proactively identifying issues such as delays, rollovers, or documentation gaps, and communicating effective solutions to ensure a smooth customer experience. Through clear, confident communication, the representative strengthens customer relationships, promotes the use of MSC digital platforms like myMSC, and escalates complex matters while maintaining ownership of follow‑ups and accurately documenting call outcomes for visibility and service continuity. The position directly contributes to enhancing customer satisfaction, response speed, and overall service quality.

Level of Responsibility

Increased handling tasks with greater independence under general supervision; Contributing to projects with guidance, supporting team/organizational objectives. Problems faced are more difficult but typically not complex. No direct responsibility for managing others. May influence others within the job area through an explanation of facts, policies, and practices related to their work.

Key Tasks

• Serve as the primary point of contact for inbound and outbound customer calls, providing professional and solution-oriented support.
• Conduct proactive outbound calls to inform customers of shipment updates, documentation needs, or service disruptions.
• Provide real-time guidance on bookings, schedules, cargo status, and operational processes.
• Achieve high first-call resolution by addressing customer inquiries efficiently during the initial interaction.
• Proactively identify potential issues (delays, rollovers, documentation gaps) and communicate solutions to customers.
• Strengthen customer relationships and engagement through clear, confident, and customer-focused communication.
• Encourage customers to utilize MSC digital platforms to improve efficiency and ease of doing business.
• Escalate complex operational issues to relevant internal teams while maintaining ownership of customer follow-up.
• Document call outcomes accurately in internal systems to ensure visibility and service continuity.
• Contribute to improvements in customer satisfaction (NPS), response speed, and overall service quality.
• Additional tasks may be adjusted based on departmental/business needs.
  
  

Skills / Experience:

All MSC Canada employees are expected to exhibit theMSC Values, striving to drive customer centric results in all interactions with colleagues and customers alike.

• University or College degree in Transportation, Supply Chain or related field.
• 3+ years of relevant industry experience (i.e. Shipping, logistics or transportation).
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams); familiarity with SharePoint and scheduling tools.
• Strong organizational and time-management skills with the ability to manage multiple priorities and meet deadlines.
• Problem solving mindset and critical thinking skills.
• Excellent verbal and written communication.
• Bilingual written and spoken (English / French).
  
  

Why Join MSC Canada?

MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.

Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture, and establishing our future direction.

Great people who work hard and look out for each other because we’re a team—it’s that simple!

Just to name a few of our perks:

• Flexible health and dental benefits coverage (for all permanent full-time roles).
• RRSP coverage with the Company matching a portion of employee contribution (for all permanent full-time roles).
• Tailored training program opportunities for employee development.
• Employee mentorship, leadership, and assistance opportunities.
• Employee referral incentive program.
• Community Involvement.
• Gym facility Montreal and Toronto offices.
• Health & Wellness Program.
  
  

MSC Canada’s Commitment to a fair talent acquisition process:

AI Disclosure

At MSC Canada, we are committed to transparency and fairness in our recruitment process. We do not use any artificial intelligence in our talent acquisition efforts.

Vacancy Clarity

• Existing Vacancy: This position is for an established role that is currently open.
  
  

Timely Communication

MSC Canada ensures timely updates for candidates. All individuals selected for an in-person interview will be notified within 45 days of their initial discussion with us.