Import Customer Service Representative

MSC Mediterranean Shipping Company SA; Charleston (SC); Presencial; USD 32.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, Rx, Dental & Vision

Life Insurance

Long-term disability

401K Plan

Wellness Program

Discount Programs

Descripción de la vacante

MSC Mediterranean Shipping Company (USA) Inc. is seeking an on-site Import Customer Service associate to handle general US import inquiries via Dynamics and phone, ensuring timely, accurate responses and data integrity.

You will categorize cases and route inquiries to the right teams while maintaining high service levels. The role requires on-site presence five days a week, basic knowledge of import processes, and strong data entry/analytical skills.

Formación

• High school diploma or equivalent; Bachelor’s degree preferred.
• Basic knowledge of the import process preferred.
• Ability to follow processes and procedures accurately.
• Basic data entry and analysis skills.

Responsabilidades

• Handle general import inquiries directed to the US - CS Import queue in Dynamics and phone.
• Categorize cases properly to ensure data integrity for management analysis.
• Resolve cases and respond to calls promptly using Dynamics and 8x8 systems.
• Redirect inquiries to appropriate parties when Import Customer Service is unable to provide a correct response.
• Complete assigned tasks before breaks and end of day.
• Maintain productivity and service levels as set by the Manager and the Company.
• Ensure quality standards are met for all inquiries handled.
• Maintain professionalism in all interactions with customers.

Conocimientos

Analytical

Attention to detail

Communication

Customer orientation

Dependability

Organization

Proactivity

Problem solving

Team player

English

New Programs

MS Office

MS Excel

Educación

High school diploma or equivalent

Bachelor’s degree preferred

Herramientas

MS Office

MS Excel

Descripción del empleo

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 Summary / Key Responsibilities

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 ICs 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 ICs team.

This role requires working on-site in the office for five days a week, from Monday to Friday. There is no option for fully remote or hybrid work in this role, unless required off-site duties are being performed.

Qualifications & Key Competencies

• High school diploma or equivalent; Bachelor’s degree preferred.
• Basic knowledge of the import process preferred.
• Ability to follow processes and procedures accurately.
• Basic data entry and analysis skills.

Core Competencies

• Analytical: intermediate
• Attention to detail: advanced
• Communication skills: advanced
• Customer orientation: advanced
• Dependability: advanced
• Organization skills: advanced
• Proactivity: advanced
• Problem solving: intermediate
• Team player: advanced
• English: intermediate
• New Programs: intermediate
• MS Office, especially MS Excel: intermediate

Physical Demands

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time
• Must be able to commute to the designated office location
• Presence required on-site 5 days per week

Work Authorization

• Authorization to work in the U.S

What We Offer

• Health, Rx, Dental & Vision Insurance
• 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, effectiveday one:

• Short Term Disability Insurance
• 401K Plan - 3% Safe Harbor Contribution with option for additional 3% employer match
• Wellness Program initiatives
• CorporatePartner Discount Programs

MSC 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.

For more information, visit MSC Mediterranean Shipping Company.