Job Description

MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.

Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future direction.

The Client Service Representative – Import Documentation is a complex role that requires individuals to develop a well-rounded set of skills to execute and understand the technical aspects related to the cycle of an import container and be confident to interact with our customers when managing their inquiries. The Import Documentation function is a very detailed protocol that enables a shipment to pass through customs and ultimately be delivered or picked up by our customer. The timeliness and accuracy are paramount to ensure an efficient and positive customer experience. Comprehension on the technical side will enable the Client Service Representative to manage communication and relationships with our customers. Inquiries are vast in scope and vary in complexity to resolve. Simple inquiries are as basic as a track & trace request and as complex and urgent as a change of destination request.

Level of Responsibility

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

Key Tasks

• Client Service
• Management and resolution of customer inquiries and requests.
• Proper analysis on inquiries to provide a viable solution.
• Due diligence to resolve the inquiry or seek support to resolve.
• Management of escalation process to ensure an optimal customer experience.
• Professional communication through all channels (email and telephone).
• Relationship development with our customer base and global agencies.
• Performance requirements in line with our defined KPIs.
• Support to all internal stakeholders.
• Import Documentation, execution of the documentation protocol for import vessels.
• Management documentation to release of shipments.
• Detailed verification of documentation to ensure compliance requirements.
• Coordination with overseas agencies for resolutions and changes.
• Internal coordination on change inquiries and issue resolution.
• Execution as per internal KPIs.

Qualifications

Skills / Experience:

All MSC Canada employees are expected to exhibit the MSC Values, striving to drive customer centric results in all interactions with colleagues and customers alike.

• 2+ years of relevant industry experience (i.e. Shipping, logistics and/or transportation).
• Bilingual written and spoken (English / French).
• Additional languages an asset.
• Proficient in Microsoft applications.
• Experience operating within ERP systems or Transportation Management systems, an asset.

Additional Information

Why Join MSC Canada?

MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.

Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture, and establishing our future direction.

Great people who work hard and look out for each other because we’re a team—it’s that simple!

Just to name a few of our perks:

• Flexible health and dental benefits coverage (for all permanent full-time roles).
• RRSP coverage with the Company matching a portion of employee contribution (for all permanent full-time roles).
• Tailored training program opportunities for employee development.
• Employee mentorship, leadership, and assistance opportunities.
• Employee referral incentive program.
• Community Involvement.
• Gym facility Montreal and Toronto offices.
• Health & Wellness Program.

MSC Canada’s Commitment to a fair talent acquisition process:

AI Disclosure

At MSC Canada, we are committed to transparency and fairness in our recruitment process. We do not use any artificial intelligence in our talent acquisition efforts.

Vacancy Clarity

• Existing Vacancy This position is for an established role that is currently open.

Timely Communication

MSC Canada ensures timely updates for candidates. All individuals selected for an in-person interview will be notified within 45 days of their initial discussion with us.

Hurry, and apply now!

MSC Canada is an equal opportunity employer, and we welcome and encourage applications from all interested parties. Accommodations are available, upon request, for those with a disability or medical need during any stage of the recruitment process. We thank all candidates for their interest in MSC Canada however, only those candidates selected for an interview will be contacted.