Client Support Analyst - Import VIP

MSC Mediterranean Shipping Company; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance: one-time annual salary

Long Term Disability Insurance

Business Travel Insurance

Flexible Spending Accounts

Supplemental Life, Accident, Critical

401K Plan - Safe Harbor

Wellness Program

Partner Discounts

Job summary

MSC Mediterranean Shipping Company is seeking a Client Support Analyst in Houston to collect, process, and compile data for VIP client reporting. You will monitor VIP client communications, handle routine inquiries, and collaborate with the VIP Client Support Specialist on complex cases to ensure high-quality service.

The role emphasizes exceptional organization, attention to detail, and timely delivery of reports, with a strong customer-centric approach and a willingness to learn new software

Qualifications

• Bachelor’s degree preferred or equivalent experience in a similar role (supply chain, transportation, shipping, logistics, freight forwarding, customer service, etc.)
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• Ability to work under tight deadlines
• Great team player
• Knowledge of MS Excel with the ability to learn new software
• Knowledge of CRM System: preferred
• Knowledge of Customs and shipping regulations: intermediate

Responsibilities

• Create and deliver all assigned VIP reports.
• Resolves customer inquiries in a timely manner.
• Proactively identifies customers’ needs.
• Monitors account performance, identifying and reporting trends to VIP Client Support Specialist.
• Establishes relationships with operational departments to develop successful collaboration.
• Directly address any day-to-day requests utilizing properly and efficiently the established communication channels (email, phone), and assign the more complex cases to the respective VIP Client Support Specialist
• Work closely with the VIP Client Support Specialist in identifying and anticipating customers’ issues.
• Follow strictly company policies and procedures.
• Performs other duties as assigned.
• Strictly follows company policies and procedures.

Skills

Attention to detail

Organized

Time management

Customer service mindset

Team player

MS Excel

CRM system

Customs knowledge

Education

Bachelor’s degree or equivalent

Tools

MS Excel

CRM system

Job description

The Client Support Analyst works closely with the VIP Client Support Specialist and is tasked with collecting, processing, and compiling data for reporting purposes. The VIP Client Support Analyst monitors and maintains communication with IMP VIP clients, handling or assigning cases to the VIP Client Support Specialist depending on the level of complexity.

The ideal candidate for The Client Support Analyst role is someone who demonstrates exceptional organization skills, ensuring that tasks and projects are managed with precision and efficiency. The attention to detail enables to identify patterns, errors, and opportunities within complex datasets, ensuring accuracy in every analysis they undertake. With a strong customer orientation, this candidate prioritizes understanding and addressing client needs, tailoring their insights to provide actionable recommendations.

Key Responsibilities:

• Create and deliver all assigned VIP reports.
• Resolves customer inquiries in a timely manner.
• Proactively identifies customers’ needs.
• Monitors account performance, identifying and reporting trends to VIP Client Support Specialist
• Establishes relationships with operational departments to develop successful collaboration.
• Directly address any day-to-day requests utilizing properly and efficiently the established communication channels (email, phone), and assign the more complex cases to the respective VIP Client Support Specialist
• Work closely with the VIP Client Support Specialist in identifying and anticipating customers’ issues.
• Follow strictly company policies and procedures.
• Performs other duties as assigned.
• Strictly follows company policies and procedures.

Qualifications & Key Competencies:

• Bachelor’s degree preferred or equivalent experience in a similar role (supply chain, transportation, shipping, logistics, freight forwarding, customer service, etc.)
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• Ability to work under tight deadlines
• Great team player
• Knowledge of MS Excel with the ability to learn new software
• Knowledge of CRM System: preferred
• Knowledge of Customs and shipping regulations: intermediate

What We Offer

• Health Insurance
• Life Insurance: one-time annual salary up to $50,000
• Long Term Disability Insurance
• Business Travel Insurance
• Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
• Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans

You will also have access to additional benefits, effective day one:

• Short Term Disability Insurance
• 401K Plan - 3% Safe Harbor Contribution with option for additional 3% employer match.
• Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
• 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. For more information, visit MSC Mediterranean Shipping Company

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 [e-mail] 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.