Customer Service Representative - Imports

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.

• 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.

• Collaborate closely with the Import Customer Service Management to align goals and initiatives.
• Foster a collaborative environment within the IAS team and other divisions to enhance overall performance.
• Communicate effectively with team members, providing clear guidance and support

• Presence required on‑site 5 days per week
• Perform other duties as assigned by management to support the overall objectives of the IAS team.

• Bachelor’s degree preferred or equivalent experience in similar role
• Prior experience in supply chain, transportation, shipping, logistics, freight forwarding, customer service, call center, administrative or clerical jobs
• Ability to work under tight deadlines
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• People oriented, with ability to proactively identify clients’ requirement and understand their point of view
• Ability to work under stress
• Great team player
• Adapt to learn new software
• Knowledge of MS Dynamics
• Knowledge of de-escalation techniques

• 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

• Short Term Disability Insurance
• 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match
• Wellness Program initiatives
• Corporate Partner Discount Programs

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…