Client Support Analyst - Import VIP
About The Position
The Client Support Analyst works closely with the VIP Client Support Specialist and is tasked with collecting, processing, and compiling data for reporting purposes. The VIP Client Support Analyst monitors and maintains communication with IMP VIP clients, handling or assigning cases to the VIP Client Support Specialist depending on the level of complexity. The ideal candidate for The Client Support Analyst role is someone who demonstrates exceptional organization skills, ensuring that tasks and projects are managed with precision and efficiency. The attention to detail enables to identify patterns, errors, and opportunities within complex datasets, ensuring accuracy in every analysis they undertake. With a strong customer orientation, this candidate prioritizes understanding and addressing client needs, tailoring their insights to provide actionable recommendations.
Requirements
- Bachelor’s degree preferred or equivalent experience in a similar role (supply chain, transportation, shipping, logistics, freight forwarding, customer service, etc.)
- English: advanced
- Strong attention to details
- Organized, efficient, and able to manage time effectively
- Strong customer service mindset, focused, and responsive
- Ability to work under tight deadlines
- Great team player
- Knowledge of MS Excel with the ability to learn new software
Nice To Haves
- Knowledge of CRM System: preferred
- Knowledge of Customs and shipping regulations: intermediate
Responsibilities
- Create and deliver all assigned VIP reports.
- Resolves customer inquiries in a timely manner.
- Proactively identifies customers’ needs.
- Monitors account performance, identifying and reporting trends to VIP Client Support Specialist
- Establishes relationships with operational departments to develop successful collaboration.
- Directly address any day-to-day requests utilizing properly and efficiently the established communication channels (email, phone), and assign the more complex cases to the respective VIP Client Support Specialist
- Work closely with the VIP Client Support Specialist in identifying and anticipating customers’ issues.
- Follow strictly company policies and procedures.
- Performs other duties as assigned.
- Strictly follows company policies and procedures.
Benefits
- Health Insurance
- Dental & Vision Insurance
- Life Insurance: one-time annual salary up to $50,000
- Long Term Disability Insurance
- Paid Parental Leave
- Business Travel Insurance
- Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
- Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans
- Short Term Disability Insurance
- 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match.
- Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
- Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
