Representative, Customer Service - Email

Position Summary: 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 Increased handling tasks with greater independence under general supervision; Contributing to projects with guidance, supporting team/organizational objectives. Problems faced are more difficult but typically not complex. No direct responsibility for managing others. May influence others within the job area through an explanation of facts, policies, and practices related to their work. 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. 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 with the ability to manage multiple priorities and meet deadlines. Problem solving mindset and critical thinking skills. Excellent verbal and written communication. Bilingual written and spoken (English / French). 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-tim…

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