Representative, Customer Service - Email

MSC Mediterranean Shipping Company SA; Vancouver; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Flexible health and dental benefits (p

RRSP matching

Tailored training programs

Employee mentorship

Employee referral incentive

Community involvement

Gym facilities in Canada offices

Health & Wellness Program

Job summary

MSC Canada is seeking a Client Service Representative – Email Channel to deliver timely, accurate support to customers via email. You will provide clear information on bookings, shipment status, documentation and processes, improving service efficiency and customer satisfaction.

You will monitor shared inboxes, prioritize requests by urgency, and promote self-service tools like myMSC while maintaining precise records in internal systems. Fluency in English and French is required.

Qualifications

• University or College degree in Transportation, Supply Chain or related field.
• 3+ years of relevant industry experience.
• Proficiency in Microsoft Office Suite; 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).

Responsibilities

• Manage customer inquiries received via email channels, ensuring timely and professional responses.
• Provide clear and accurate information related to bookings, shipment status, documentation, and operational processes.
• Ensure fast turnaround and resolution of email requests, maintaining agreed service level response times.
• Coordinate with internal teams to resolve operational or documentation issues impacting shipments.
• Maintain accuracy and completeness of written communication, ensuring customers receive clear and actionable information.
• Monitor shared inboxes and prioritize requests based on urgency and customer impact.
• Identify opportunities to reduce repetitive inquiries through clear guidance and proactive information sharing.
• Promote MSC digital tools such as myMSC by guiding customers toward self‑service capabilities where appropriate.
• Maintain accurate records of customer communications and ensure updates are reflected in internal systems.
• Support improvements in service efficiency, customer satisfaction, and ease of doing business through consistent and high‑quality written communication.

Skills

MS Office

Time management

Problem solving

Verbal/written

Bilingual EN/FR

Education

Transportation/Supply Chain degree

Tools

SharePoint

Scheduling tools

Job description

About Us

MSC is a privately owned global shipping company founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines with headquarters in Geneva, Switzerland, MSC operates in over 675 offices across more than 155 countries worldwide with over 200,000 MSC Group employees. With access to an integrated network of road, rail and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge.

MSC is a world leader in global container shipping and a company offering global service with local knowledge. MSC also provides integrated network of road, rail and sea transport resources which stretches across the globe.

Job Description

Position Summary

The Client Service Representative – Email Channel is responsible for delivering timely, accurate, and professional support by managing customer inquiries received through email while ensuring responses meet established service level expectations. This role provides clear and precise information on bookings, shipment status, documentation, and operational processes, and collaborates with internal teams to resolve issues that may affect shipments. The representative ensures all written communication is accurate, complete, and actionable, while actively monitoring shared inboxes, prioritizing requests by urgency and customer impact, and identifying opportunities to reduce repetitive inquiries through proactive guidance. By promoting MSC’s digital tools such as myMSC, maintaining thorough records of customer communications, and consistently producing high‑quality written responses, the role contributes directly to improving service efficiency, customer satisfaction, and overall ease of doing business.

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

• Manage customer inquiries received through email channels, ensuring timely and professional responses.
• Provide clear and accurate information related to bookings, shipment status, documentation, and operational processes.
• Ensure fast turnaround and resolution of email requests, maintaining agreed service level response times.
• Coordinate with internal teams to resolve operational or documentation issues impacting shipments.
• Maintain accuracy and completeness of written communication, ensuring customers receive clear and actionable information.
• Monitor shared inboxes and prioritize requests based on urgency and customer impact.
• Identify opportunities to reduce repetitive inquiries through clear guidance and proactive information sharing.
• Promote MSC digital tools such as myMSC by guiding customers toward self‑service capabilities where appropriate.
• Maintain accurate records of customer communications and ensure updates are reflected in internal systems.
• Support improvements in service efficiency, customer satisfaction, and ease of doing business through consistent and high‑quality written communication.
• Additional tasks may be adjusted based on departmental/business needs.

Skills / Experience

All MSC Canada employees are expected to exhibit the MSC 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

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.

Qualifications and Experience

Application Eligibility

This position is open to external candidates. MSC employees who are interested in this opportunity must refer to the Internal Global Job Board and may apply only if the same position is listed there. Please note that this role may or may not be available internally for application.

Whether you’re an experienced professional or just starting your career, we have job opportunities for everyone.

MSC is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.