Phone Channel: First-Call Resolution Specialist

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.

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.

• University or College degree in Transportation, Supply Chain or related field.
• 3+ years of relevant…