Import Customer Service Representative

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, effective day one : Short Term Disability Insurance 401K Plan – 3% Safe Harbor Contribution with option for a…

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