Full time Ind Contributor Vancouver, BC, CA 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. Increased handling tasks with greater independence under general supervision; Contributing to projects with guidance, supporting team/organizational objectives. May influence others within the job area through an explanation of facts, policies, and practices related to their work.

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. 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.

All MSC Canada employees are expected to exhibit theMSC Values, striving to drive customer centric results in all interactions with colleagues and customers alike. ~ University or College degree in Transportation, Supply Chain or related field. ~Shipping, logistics or transportation). ~ Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams); familiarity with SharePoint and scheduling tools. ~ Bilingual written and spoken (English / French). 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.

They are the cornerstone of our company, supporting our vision, shaping our culture, and establishing our future direction. Flexible health and dental benefits coverage (for all permanent full‐time roles). RRSP coverage with the Company matching a portion of employee contribution (for all permanent full‐time roles).

Tailored training program opportunities for employee development.

Community

Involvement. Gym facility Montreal and Toronto offices. We do not use any artificial intelligence in our talent acquisition efforts.

📌 Representative, Customer Service - Voice (Vancouver)
🏢 MEDITERRANEAN SHIP.INC.
📍 Vancouver