Client Service Representative - Export (Bookings Functions) - Jobs in Montréal, QC

Job Description

CLIENT SERVICES REPRESENTATIVE – EXPORT (BOOKINGS FUNCTIONS)Interested in being a part of the MSC familyWho is MSC Behind every one of our containers, our 600 container vessels, sailing on over 200 trade routes, you’ll also find a whole lot of company with people that love what they do and the company they work for.Working at MSC, you are part of a continuously evolving organization. Employees don’t only facilitate ocean transport; they aspire and achieve professional growth.

• Are you passionate or interested in learning about maritime shipping & logistics
• Are you entrepreneurial at heart and want to be a part of a family owned company
• Are you a people person who cares for others
• Are you a dedicated and committed individual who believes in continuously evolving

If so, read below to see if this position is right for you!Department SummaryThe Client Services department is responsible for the efficient flow of customer communication and processing to ensure the movement of our shipments being exported out of Canada. This requires a strong customer service approach in conjunction with the execution of technical functions:

• Accepting and managing of customer booking requests
• Execution of export documentation protocol
• Communication of general customer inquiries

Position* Summary*The Customer Service representative 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 export container and be confident to interact with our customers when managing their inquiries. The functional steps within the export stream are bookings and documentation cycles and within each realm lies a responsibility to customer communication and interaction. The development of experience will require team members to gain experience and knowledge from each area within Client Services. Whether it be Bookings, Documentation or Customer Service, MSC Canada aspires to be the top a service provider with customer experience at the forefront of all interaction.Key accountabilitiesThe key accountabilities are determined by area of focus and will adjust as the team members gain the required technical expertise.Customer Service Centric Approach

• Mastery of the MSC Canada Customer Experience model and output.
• Ability to communicate with the utmost professionalism.
• Operate in a pro-active manner with the customers inquiries and requests.
• Express a passion for customer service and approachable demeanor.
• Provide a positive outlook and sense of urgency.

Bookings Functions

• Respond and adjust all bookings based on change & correction requests.
• Verification of vessel space, allocation, inventory, equipment, quote validity & special equipment,
• Analysis on equipment inventory, release depots and sailing schedules.

• *Export Documentation

• Initiation of the Documentation cycle on the Export stream.
• Management and creation of 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.

Customer 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.

*Qualifications and Competencies*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.

• University degree minimum requirement.
• Specialty in Supply Chain Management or Operations Management an asset.
• 3 years’ experience in a customer service environment
• Bilingual written and spoken (French / English)
• Additional languages an asset
• Proficient in Microsoft applications
• Experience operating within ERP systems or Transportation Management systems and asset.
• Open to flexible scheduling and rotating shifts, including 12:30pm to 9pm.

What We have to offerGreat 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:

• 100% health and dental benefits coverage
• RRSP coverage with MSC Canada matching a portion of employee contribution
• Tailored training program opportunities for employee development
• Employee mentorship, leadership and assistance opportunities
• An employee referral incentive program
• Community Involvement
• Gym facility
• Health & Wellness Program

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.Job Type: Full-timeQuick Apply

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