What are the responsibilities and job description for the Client Support Specialist - Export VIP position at MSC Mediterranean Shipping Company?
Job Summary
Assists VIP clients with their export shipments. Provides excellent customer service to achieve client satisfaction. Accurately records and logs interaction with customers to ensure data integrity for management reports and maintains productivity and service levels standards.
Key Responsibilities:
- Processes booking request from clients per booking procedure.
- Handles emails & phone calls protocol per customer service procedure.
- Issues needed EMC based on manifest corrector procedure.
- Ensures bookings are rated in the link correctly. Can communicate rate discrepancies.
- Understands account contracts to communicate rates, free time, and stipulations.
- Completes a daily productivity report as part of the tasks assigned by Department.
- Establishes and maintains good relationships with customers (email/phone and F2F meetings).
- Assists and resolves customer inquiries.
- Coordinates with the different departments in the US and overseas to ensure smooth loading / unloading process.
- Manages day to day operations of the assigned accounts.
- Analyzes and discusses with management responses to customer's scorecards and KPI reports on MSC performance.
- Assists Finance department in collection of outstanding invoices.
- Serves as a liaison between overseas offices, different MSC departments, vendors, and customers (is the face of MSC in the eyes of the accounts.)
- Gathers and maintains proficient knowledge of the market and the maritime industry.
- Understands department's procedures and flows.
- Follows MSC policies, procedures, and core values.
- Performs other duties, as assigned.
Qualifications & Key Competencies:
- Bachelor’s degree preferred or equivalent experience in a similar role (supply chain, transportation, shipping, logistics, freight forwarding, customer service, etc.)
- Excellent written and verbal communication skills
- Strong attention to details
- Organized, efficient, and able to manage time effectively
- Strong customer service mindset, focused, and responsive
- Ability to work under tight deadlines
- Works well as part of a team
- Knowledge of MS Excel with the ability to learn new software
What We Offer
- Health Insurance
- Dental & Vision Insurance
- Life Insurance: one-time annual salary
- Long Term Disability Insurance
- Paid Parental Leave
- Business Travel Insurance
- 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 additional 3% employer match.
- Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
- Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others.
Mediterranean Shipping Company (MSC), headquartered in Geneva, Switzerland, is a global leader in transportation and logistics, privately owned and founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines, MSC has 675 offices across 155 countries worldwide, with the MSC Group employing over 200,000 people. The company has evolved from a one vessel operation into a globally respected business with a fleet of 800 vessels that provides timely delivery of goods and services to customers of all industries and sizes. With access to an integrated network of road, rail, air, and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge. MSC’s shipping line sails on 300 trade routes and calls at 520 ports, carrying some 22.5 million TEU (twenty-foot equivalent units) annually.
Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at US038-Humanresourcesusa@msc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
