Digital Product Analyst

MSC Mediterranean Shipping Company SA • Mount Pleasant, SC

3d • Onsite

About The Position

MSC is a privately owned global shipping company founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines with headquarters in Geneva, Switzerland, MSC operates in over 675 offices across more than 155 countries worldwide with over 200,000 MSC Group employees. With access to an integrated network of road, rail and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge. MSC is a world leader in global container shipping and a company offering global service with local knowledge. MSC also provides integrated network of road, rail and sea transport resources which stretches across the globe.

Requirements

• Bachelor’s degree preferred or equivalent experience
• Prior experience on a similar role (e.g. website / e-commerce support), customer service, call center, supply chain, transportation, shipping, logistics, freight forwarding, administrative or clerical jobs
• English: advanced
• Ability and passion to learn new software and current & future e-commerce portal functionalities
• Quick learner with great problem solving and logical thinking skills
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• Experienced in presenting and training
• Ability to work under tight deadlines
• Great team player
• Knowledge of MS Excel
• Authorization to work in the U.S

Responsibilities

• Handles the support cases and the registrations of new customers for our e-commerce B2B customer portal (myMSC.com) and other digital platforms.
• Fields the customer support request as well as communicating with internal tech support teams for resolution support.
• Handles the onboarding of new customers on the assigned digital platforms, ensuring a great customer experience. Contributes to the development and continuous improvement of processes for smooth customer onboarding.
• Relays feedback and enhancement requests to the product development team, based on the feedback of the customers (e.g. the most common requests and challenges).
• Provides input and supports the design and delivery of demos and training for customers regarding the functionalities of the assigned digital platforms.
• Interacts with customers to provide support and information for our e-commerce B2B customer portal (myMSCcom) and other digital platforms
• Provides timely and accurate response to customer inquiries, following corporate guidelines. Generates potential solutions to customer issues. Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Fosters continued adoption and engagement for the assigned digital platforms
• Identifies potential customers based on data analytics.
• Maintains intricate knowledge about the features and functionalities of the assigned digital platforms and can provide subject matter expertise to customers and internal stakeholders.
• Establishes and maintains positive relationships with customers.
• Escalates unique or complex customer issues to the appropriate supervisor for resolution when necessary.
• Performs other duties, as assigned.

Benefits

• Health, Rx, Dental & Vision Insurance
• Life Insurance: one-time annual salary up to $50,000
• Long-term disability benefits
• 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
• Corporate Partner Discount Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree