Representative,CustomerService–Email

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. 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 Works independently under close supervision. Problems faced are not typically difficult or complex. No direct responsibility for managing others. Explains facts, policies, and practices related to their job area. 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