Representative, Customer Service – Email

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 resolve operational or documentation issues impacting shipments. 
• Maintain accuracy and completeness of written communication, ensuring customers receive clear and actionable information. 
• Monitor shared inboxes and prioritize requests based on urgency and customer impact. 
• Identify opportunities to reduce repetitive inquiries through clear guidance and proactive information sharing. 
• Promote MSC digital tools such as myMSC by guiding customers toward self-service capabilities where appropriate. 
• Maintain accurate records of customer communications and ensure updates are reflected in internal systems. 
• Support improvements in service efficiency, customer satisfaction, and ease of doing business through consistent and high-quality written communication. 
• Additional tasks may be adjusted based on departmental/business needs.