Customer Service Representative - Imports

MSC Mediterranean Shipping Company; New Orleans (LA); On-site; USD 40,000 - 62,000; Full time

Benefits offered by this job

Life Insurance up to $50,000 per year

Long-term disability benefits

Flexible Spending Accounts - Health, D

Dependent Care

Transit/Parking

Supplemental Life, Accident, Critical)

Job summary

MSC Mediterranean Shipping Company seeks an on-site US Import Customer Service Associate to handle inbound inquiries via the CS Import queue in Dynamics and 8x8, ensuring prompt, accurate responses and proper case categorization. You will work with the Import Customer Service Management and IAS teams to resolve issues, maintaining productivity and service levels.

You will be stationed at the Metairie, LA office, five days a week, with responsibilities including direct communication, data

Qualifications

• Bachelor’s degree preferred or equivalent experience in similar role.
• Prior experience in supply chain, transportation, shipping, logistics, freight forwarding, customer service, call center, administrative or clerical jobs.
• Ability to work under tight deadlines
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• People oriented, with ability to proactively identify clients’ requirement and understand their point of view
• Ability to work under stress
• Great team player
• Adapt to learn new software
• Knowledge of MS Dynamics
• Knowledge of de-escalation techniques

Responsibilities

• Handle general import inquiries directed to the US – CS Import queue in Dynamics and phone calls.
• Resolve cases and answer calls promptly and accurately using Dynamics and 8x8 systems.
• Ensure cases are categorized and include necessary information for data integrity.
• Redirect inquiries to appropriate parties if Import Customer Service cannot provide a correct response.
• Complete assigned tasks before breaks, lunch, or end of the workday.
• Ensure all inquiries are handled and followed through until resolution for good customer experience (CX).
• Maintain productivity and service level standards as set by the Manager and the Company.
• Ensure quality standards are met for all inquiries handled.
• Maintain a high standard of professionalism in all interactions with internal and external customers.

Skills

Customer service

MS Dynamics

De-escalation techniques

Time management

Teamwork

Education

Bachelor’s degree or equivalent experience

Tools

MS Dynamics

8x8

Job description

Handles general import inquiries directed to the US – CS Import queue in Dynamics and phone calls. All inquiries must be addressed promptly and accurately. Dynamics cases should be properly categorized and include the necessary information to ensure data integrity for management analysis. Maintains productivity and service standards as established by the Manager and the Company.

Support for Case Resolution and Inquiry Handling:

• Resolving cases and answering calls promptly and accurately using Dynamics and 8x8 systems.
• Ensuring that cases are categorized and include the necessary information according to the subject matter.
• Redirecting inquiries to the appropriate parties if Import Customer Service is unable to provide a correct response.
• Completing assigned tasks before taking breaks, lunch, or ending the workday.
• Ensuring that all inquiries are handled and followed through until resolution to ensure good customer experience (CX).
• Maintaining productivity and service level standards as set by the Manager and the Company.
• Ensuring that quality standards are met for all inquiries handled.
• Maintaining a high standard of professionalism in all interactions with internal and external customers.

Collaboration and Communication:

• Collaborate closely with the Import Customer Service Management to align goals and initiatives.
• Foster a collaborative environment within the IAS team and other divisions to enhance overall performance.
• Communicate effectively with team members, providing clear guidance and support

Additional Responsibilities:

• Presence required on‑site 5 days per week
• Perform other duties as assigned by management to support the overall objectives of the IAS team.

This role requires working on‑site in the office for five days a week, from Monday to Friday. The office is located at Two Lakeway, 3850 N. Causeway Blvd., Suite 1100, Metairie, LA 70002

Qualifications & Key Competencies:

• Bachelor’s degree preferred or equivalent experience in similar role
• Prior experience in supply chain, transportation, shipping, logistics, freight forwarding, customer service, call center, administrative or clerical jobs
• Ability to work under tight deadlines
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• People oriented, with ability to proactively identify clients’ requirement and understand their point of view
• Ability to work under stress
• Great team player
• Adapt to learn new software
• Knowledge of MS Dynamics
• Knowledge of de-escalation techniques

What We Offer

• Life Insurance: one-time annual salary up to $50,000
• Long-term disability benefits
• 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
• Corporate Partner Discount Programs

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.