Import Customer Service Specialist – Dynamics & CX Focus

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

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