REPRESENTATIVE, IMPORT DOCUMENTATION

MSC - Mediterranean Shipping Company; Mississauga; On-site; CAD 45,000 - 60,000; Full time

Job summary

A global leader in container shipping is seeking a Client Service Representative in Mississauga, Canada. This role involves managing customer inquiries related to import shipments, ensuring timely and accurate resolutions. Ideal candidates have a minimum of 2 years in shipping logistics and are bilingual in English and French. Benefits include health coverage and employee development programs.

Benefits

Health and dental coverage

RRSP matching

Training programs

Mentorship

Referral incentives

Wellness programs

Qualifications

• Minimum 2 years in shipping logistics or transportation.
• Flexibility with schedule, including rotating shifts.
• Bilingual in English and French; additional languages are a plus.
• Proficient in Microsoft Office; experience with ERP or TMS systems is an asset.

Responsibilities

• Client service management and resolution of customer inquiries and requests.
• Analyzing inquiries to provide solutions and seeking support when needed.
• Managing escalation processes to optimize customer experience.
• Maintaining professional communication via email and telephone.
• Developing relationships with customers and global agencies.
• Meeting performance KPIs.
• Supporting internal stakeholders.
• Executing import documentation protocols and verifying documentation compliance.
• Coordinating with overseas agencies for resolutions and changes.
• Internal coordination on inquiries and issue resolution.

Job description

Position Summary

The Client Service Representative Import Documentation is a role that requires developing technical knowledge related to import containers and interacting confidently with customers to manage inquiries. The import service function ensures shipments reach their destination smoothly and efficiently, with accuracy and timeliness being crucial for a positive customer experience. Technical understanding enables effective communication and relationship management with customers. Inquiries range from simple track & trace requests to complex issues like destination changes or re-exportation.

Level of Responsibility

Works independently on individual tasks under high supervision. No direct responsibility for guiding others.

Key Tasks and Qualifications

• Client service management and resolution of customer inquiries and requests.
• Analyzing inquiries to provide solutions and seeking support when needed.
• Managing escalation processes to optimize customer experience.
• Maintaining professional communication via email and telephone.
• Developing relationships with customers and global agencies.
• Meeting performance KPIs.
• Supporting internal stakeholders.
• Executing import documentation protocols and verifying documentation compliance.
• Coordinating with overseas agencies for resolutions and changes.
• Internal coordination on inquiries and issue resolution.

Skills / Experience

• Minimum 2 years in shipping logistics or transportation.
• Flexibility with schedule, including rotating shifts (e.g., 11:30 a.m. to 8 p.m.).
• Bilingual in English and French; additional languages are a plus.
• Proficient in Microsoft Office; experience with ERP or TMS systems is an asset.
• Aligned with MSC Values and committed to customer-centric results.

Additional Information

MSC Canada is a global leader in container shipping, serving the Canadian market for over 20 years. We value teamwork, employee development, and community involvement. Benefits include health and dental coverage, RRSP matching, training programs, mentorship, referral incentives, and wellness programs. We are committed to transparent and fair recruitment, with no AI use in hiring processes.

Vacancy Details

This is an established, currently open full-time role. Candidates will be notified within 45 days of initial contact regarding in-person interview opportunities.