Representative, Customer Service – Email

Job Description

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. The representative provides clear and precise information on bookings, shipment status, documentation, and operational processes, collaborates with internal teams to resolve issues and ensures all written communication is accurate, complete, and actionable. The role actively monitors shared inboxes, prioritizes requests by urgency and customer impact, and identifies 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 representative contributes directly to improving service efficiency, customer satisfaction, and overall ease of...