Representative, Risk Prevention - Non-Reclaimed Cargo

Service Description

The Risk Prevention service ensures the smooth and secure transportation of containers by handling undocumented and abandoned cargo in a practical and timely manner, while protecting MSC's interests, reducing financial and operational risks, enhancing customer satisfaction, and ensuring full compliance with MSC's transportation contract.

The Non-Reclaimed Cargo (FNA) Representative is responsible for the daily follow-up and complete management of FNA cases, including risk assessment, client communication, coordination with overseas offices and headquarters, cost tracking, billing, and case closure based on the status of containers. This role contributes to reducing financial and operational risks through regular communication, rigorous case management, and close monitoring, in accordance with FNA procedures.

Responsibility Level

Responsible for the quality and timely completion of work. Contributes to projects with supervision, supports team and organizational goals. Increased task management with greater autonomy as experience progresses in the role.

Main Tasks

Operational Performance

• Monitor FNA shipments and cases to identify risks related to undocumented or abandoned cargo and ensure rapid follow-up.
• Coordinate with clients, overseas offices, port contacts, freight forwarders, shippers, consignees, and internal teams to obtain updates and resolve case-related issues.
• Ensure daily processing of FNA cases from opening to closure, ensuring actions are taken in accordance with MSC Geneva procedures and agency standard operating procedures (SOPs).
• Maintain accurate and regular updates in MAP, the dashboard, Themis, and other relevant tracking tools to facilitate report generation and operational visibility.
• Ensure daily accuracy of data related to ongoing and closed FNA cases, including cost records, payment transactions, and case status updates.
• Provide quick and professional customer support by sharing clear information, tracking required actions, and contributing to case resolution.
• Risk Assessment, Case Follow-up, and Closure
• Review new and existing FNA cases to identify operational, financial, and customer relationship risks. Follow up with clients, overseas offices, headquarters, and internal services to obtain updates, instructions, payments, and required documents.
• Monitor the status of containers and cargo to facilitate quick decisions regarding their release, return, disposal, recovery, or case closure.
• Prepare and submit cost details, invoices, and supporting documents to clients to address unpaid fees and financial obligations.
• Keep case notes and systems up-to-date to ensure proper follow-up, reporting, and closure of FNA cases, in accordance with procedures.
• Support for Activities and Interfunctional Collaboration
• Collaborate with internal teams to ensure rapid processing of FNA cases, client follow-up, cost analysis, and operational resolution.
• Share accurate case updates and required information with relevant services to ensure action consistency and clear communication.
• Adhere to established procedures and team practices to ensure accuracy, consistency, and proper documentation in FNA case processing.
• FNA Case Management
• Effectively manage assigned FNA cases by verifying their status, performing necessary follow-ups, and contributing to their quick resolution, in accordance with procedures.
• Communicate with clients, port contacts, customs representatives, overseas offices, and internal teams to provide updates, obtain information, and track case progress.
• Review costs, fees, documentation, and case evolution to facilitate recovery tracking and informed decision-making.
• Track invoices, payments, and accounting entries related to FNA cases, ensuring accurate tracking and promptly reporting high-risk cases to team managers.
• Cost Review and Financial Tracking
• Collect and maintain accurate information on costs, invoices, payments, and the status of assigned FNA cases.
• Review FNA costs and fees to identify anomalies, missing information, or elements requiring client follow-up.
• Prepare cost details, supporting documents, and invoices to submit to clients, in accordance with FNA procedures.
• Ensure tracking of overdue payments and recovery actions, ensuring accurate tracking and regular updates in relevant systems.
• Report unresolved issues related to costs, payments, or recoveries to team managers when additional advice or measures are required.

Skills / Experience

The MSC Canada team is expected to adopt the MSC attitude, which means being a positive force, driven by a relentless pursuit of solution-oriented results; they must also be accessible and encourage collaboration with colleagues and clients.

• Education: Bachelor's degree or equivalent (relevant education and professional experience).
• Professional Experience: 1 to 2 years of experience in the transportation, logistics, or shipping sector, with practical knowledge of associated documentation (an asset).
• Customer Service: Provides quick, professional, and solution-oriented support to internal and external clients.
• Time Management and Organization: Prioritizes daily workload, meets deadlines, and ensures accuracy of documentation and system updates.
• Decision-Making: Analyzes available information, evaluates options, and supports practical decisions aimed at reducing risks and costs.
• Multitasking: Manages multiple cases, calls, emails, and follow-ups while maintaining precision and service quality.
• Communication: Communicates clearly and professionally with clients, suppliers, overseas offices, and internal teams.
• Follow-up and Accountability: Takes ownership of assigned cases and ensures rigorous follow-up until issues are resolved or escalated to the appropriate hierarchy.
• Logical and Creative Thinking: Demonstrates discernment, problem-solving skills, and creativity to identify effective solutions, including for issues outside the usual scope.
• Precision Under Pressure: Maintains precision, quality, and productivity while working quickly and managing competing priorities.
• Autonomy and Proactivity: Works independently, remains proactive, and reports high-risk, unusual, or out-of-scope issues when management advice is required.
• Technical Knowledge: Proficiency in maritime transportation, logistics, relevant documentation, Excel, and Microsoft Office.
• Why Work at MSC Canada?

MSC is a global leader in container shipping. Serving the Canadian market for over twenty years, MSC Canada has quickly become the leading national carrier.

Our values define our ways of doing things. They are the cornerstone of our company; they support our vision, shape our culture, and define our future directions.

A fantastic team, composed of people who work hard and look out for each other, simply.

Here are some of the benefits we offer:

• Flexible health and dental care coverage (for all full-time permanent positions).
• Employer-paid REER contributions, which correspond to a portion of an employee's contributions (for all full-time permanent positions).
• Customized training programs for staff development.
• Opportunities for career growth and development.