Supervisor Customer Service Import

The Supervisor, Customer Service – Import will head an experienced team within the Montreal Customer Service department, driving high‑quality service and operational excellence. You will monitor workloads, manage CRM and case queues, and act as the subject‑matter expert for all import‑related matters while supporting global projects and new product rollouts.
Hapag-Lloyd is an equal opportunity employer.

• Act as the subject‑matter expert for all import‑related issues and provide hands‑on support for complex problem solving.
• Lead the team to consistently exceed quality commitments and meet KPI targets.
• Identify process gaps, propose improvements, and collaborate with Regional Customer Service and Business Process teams.
• Coach, develop, and conduct performance reviews for team members.
• Communicate new requirements, processes, and procedures clearly and promptly.
• Manage customer escalations to resolution and ensure adherence to HL standards.
• Maintain local manuals, guidelines, and ensure training records are up‑to‑date.
• Support and contribute to global and regional Customer Service projects.
• Promote adoption of new and existing Hapag‑Lloyd products and services.
• Participate in cross‑functional meetings and provide backup support as needed.

• Experience leading and coaching a customer service team.
• University degree or equivalent maritime industry experience.
• Strong interpersonal, analytical, and collaborative skills.
• Due to the international nature of the business, excellent written and spoken English is required; French proficiency is required for communicating with local colleagues.
• Working knowledge of MS Office suite and CRM systems.
• Ability to motivate a team and drive continuous improvement.
• Solid understanding of import logistics and maritime operations.
• Experience with KPI monitoring and performance management.

• Effective communication skills for training and stakeholder alignment.