MANAGER, CUSTOMER SERVICE

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 Manager of Customer Experience must have a proficient background in Customer Service and Shipping, with the abilities to bring departments together and report on data collected through surveys, group sessions and personal engagements and connections. They will need to facilitate the creation of actionable items for improvement, hold their team accountable to timelines and tasks, communicate initiatives and progress to stakeholders, and follow-up on the successes that align with the company’s service vision statement.

Level of Responsibility

Leading projects/workstreams, and responsible for outcomes/strategic impact on department or business unit performance. May have direct reports, mentoring others, driving innovation, and improving processes within their domain.

Key Tasks

• Support the regional customer experience strategy by coordinating initiatives that enhance service quality, ease of doing business, and customer satisfaction within MSC Canada’s Central Region.
• Monitor customer satisfaction indicators (including NPS and service feedback) and assist in implementing actions that improve overall customer experience.
• Oversee day‑to‑day activities of customer‑facing teams and ensure customer inquiries and issues are handled promptly and professionally across email, phone, and digital channels.
• Serve as an escalation point for significant customer issues within the region and communicate customer needs to relevant internal teams.
• Build and maintain working relationships with key customers, supporting senior leaders with high‑value accounts when escalations or complex service matters arise.
• Ensure consistent application of service standards, communication practices, and customer handling procedures across the regional customer service teams.
• Collaborate with Commercial, Operations, Trade, Equipment, Network, Documentation, and Finance teams to support seamless service delivery and operational handoffs.
• Participate in regional improvement initiatives related to process simplification, standardization, and digital adoption.
• Review customer feedback and service performance data to identify recurring issues or improvement opportunities and support corrective action planning.
• Assist with communication management during operational disruptions, ensuring customers receive timely and accurate updates.
• Promote a customer‑centric mindset within the team while balancing service expectations with operational realities.
• Provide coaching, guidance, and development support to customer service staff within the region.
• Ensure day‑to‑day compliance with MSC service standards, procedures, and documentation requirements.
• Collaborate with regional peers to maintain consistent customer service practices across Canada.
• Contribute operational insights to broader customer‑experience discussions involving automation, digitization, and process enhancements.
• Prepare regular updates for management on customer trends, service performance, risks, and ongoing improvement work.
• Additional tasks may be adjusted based on departmental/business needs. 

Skills / Experience:

• University level degree or equivalent, preferred.
• Minimum of 5-7 years’ managerial experience (with and/or without direct reports), including leading successful teams, resource planning, time management and priority assessment capabilities
• Solid background and proven experience in Customer Service and Shipping operations.
• A solid business strategy approach to working, having already demonstrated (i.e. business case proposals, etc.…)  and attained defined business goals.
• Strong proficiency with Microsoft Office suite (i.e... Excel, PowerPoint, etc.) and technical ease
• Exceptional diplomacy, communication, organizational and interpersonal skills and the ability to work with a variety of people at all levels
• Ability to adjust to changing demands and shifting priorities
• Customer journey mapping and training experience is a plus
• Bilingual (English and French), an asset.

Why Join MSC Canada?

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.

Great people who work hard and look out for each other because we’re a team—it’s that simple!

Just to name a few of our perks: 

• 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.
• Employee mentorship, leadership, and assistance opportunities.
• Employee referral incentive program.
• Community Involvement.
• Health & Wellness Program.

MSC Canada’s Commitment to a fair talent acquisition process:

AI Disclosure

At MSC Canada, we are committed to transparency and fairness in our recruitment process. We do not use any artificial intelligence in our talent acquisition efforts.

Vacancy Clarity

                •              Existing Vacancy: This position is for an established role that is currently open.

Timely Communication

MSC Canada ensures timely updates for candidates. All individuals selected for an in-person interview will be notified within 45 days of their initial discussion with us.

Hurry, and apply now!

MSC Canada is an equal opportunity employer, and we welcome and encourage applications from all interested parties. Accommodations are available, upon request, for those with a disability or medical need during any stage of the recruitment process. We thank all candidates for their interest in MSC Canada however, only those candidates selected for an interview will be contacted.