Representative, Customer Service - Voice

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 Description: Position Summary: The Client Service Representative – Phone Channel serves as the primary point of contact for customers, delivering professional, solution‑oriented support through inbound and outbound calls while providing real‑time guidance on bookings, schedules, cargo status, and operational processes. The role focuses on achieving high first‑call resolution, proactively identifying issues such as delays, rollovers, or documentation gaps, and communicating effective solutions to ensure a smooth customer experience. Through clear, confident communication, the representative strengthens customer relationships, promotes the use of MSC digital platforms like myMSC, and escalates complex matters while maintaining ownership of follow‑ups and accurately documenting call outcomes for visibility and service continuity. The position directly contributes to enhancing customer satisfaction, response speed, and overall service quality. 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 Serve as the primary point of contact for inbound and outbound customer calls, providing professional and solution-oriented support. Conduct proactive outbound calls to inform customers of shipment updates, documentation needs, or service disruptions. Provide real-time guidance on bookings, schedules, cargo status, and operational processes. Achieve high first-call resolution by addressing customer inquiries efficiently during the initial interaction. Proactively identify potential issues (delays, rollovers, documentation gaps) and communicate solutions to customers. Strengthen customer relationships and engagement through clear, confident, and customer-focused communication. Encourage customers to utilize MSC digital platforms to improve efficiency and ease of doing business. Escalate complex operational issues to relevant internal teams while maintaining ownership of customer follow-up. Document call outcomes accurately in internal systems to ensure visibility and service continuity. Contribute to improvements in customer satisfaction (NPS), response speed, and overall service quality. 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 spoke…

View the full posting and apply