Representative, Customer Service – Email

Job Description

The Client Service Representative – Email Channel is responsible for delivering timely, accurate, and professional support by managing customer inquiries received through email while ensuring responses meet established service level expectations. This role provides clear and precise information on bookings, shipment status, documentation, and operational processes, and collaborates with internal teams to resolve issues that may affect shipments. The representative ensures all written communication is accurate, complete, and actionable, while actively monitoring shared inboxes, prioritizing requests by urgency and customer impact, and identifying opportunities to reduce repetitive inquiries through proactive guidance. By promoting MSC’s digital tools such as myMSC, maintaining thorough records of customer communications, and consistently producing high quality written responses, the role contributes directly to improving service efficiency, customer satisfaction, and overall ease of doing business.

Level of Responsibility

Works independently under close supervision. Problems faced are not typically difficult or complex. No direct responsibility for managing others. Explains facts, policies, and practices related to their job area.

Key Tasks

• Manage customer inquiries received through email channels, ensuring timely and professional responses.
• Provide clear and accurate information related to bookings, shipment status, documentation, and operational processes.
• Ensure fast turnaround and resolution of email requests, maintaining agreed service level response times.
• Coordinate with internal teams to resolve operational or documentation issues impacting shipments.
• Maintain accuracy and completeness of written communication, ensuring customers receive clear and actionable information.
• Monitor shared inboxes and prioritize requests based on urgency and customer impact.
• Identify opportunities to reduce repetitive inquiries through clear guidance and proactive information sharing.
• Promote MSC digital tools such as myMSC by guiding customers toward self-service capabilities where appropriate.
• Maintain accurate records of customer communications and ensure updates are reflected in internal systems.
• Support improvements in service efficiency, customer satisfaction, and ease of doing business through consistent and high-quality written communication.
• Additional tasks may be adjusted based on departmental/business needs.

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.

• University or College degree in Transportation, Supply Chain or related field.
• 3+ years of relevant industry experience (i.e. Shipping, logistics or transportation).
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams); familiarity with SharePoint and scheduling tools.
• Strong organizational and time management skills.
• Problem solving mindset and adaptability in fast paced settings
• Excellent verbal and written communication.
• Bilingual written and spoken (English / French).

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.