Representative, Customer Service - Voice

MSC Mediterranean Shipping Company SA; Vancouver; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Flexible health benefits

RRSP with company matching

Training and development programs

Mentorship and leadership programs

Employee referral program

Community involvement

Gym facilities in Montreal and Toronto

Health & Wellness Program

Job summary

MSC Canada seeks a Client Service Representative – Phone Channel to serve as the primary contact for customers, delivering professional support and real-time guidance on bookings, schedules, and cargo status.

You will drive high first-call resolution, proactively address delays or documentation gaps, and maintain ownership of follow-ups while using MSC digital platforms like myMSC to enhance efficiency.

Qualifications

• 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).

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.
• Additional tasks may be adjusted based on departmental/business needs.

Skills

Degree in Transportation/SC related

Shipping/logistics experience

Microsoft Office

SharePoint familiarity

Time management

Strong communication

Bilingual English/French

Education

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

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 – 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 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.

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 recruitment process.

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.

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.

To discover more about MSC values click here.