Job Description

As the first point of contact for customers, you will play a vital role in representing Hapag-Lloyd (Canada) Inc. and its values. Your primary focus is to provide an exceptional level of service, ensuring customer satisfaction and efficient cargo delivery. This role requires excellent communication skills, a collaborative mindset, and the ability to manage multiple tasks effectively.

• Deliver high-quality service to customer requests, meeting daily KPIs, via various communication channels.
• Facilitate cargo release processes, including customs clearance and inspection notifications.
• Produce accurate documentation, delivery instructions, and execute work orders promptly.
• Coordinate cost-effective cargo movements, ensuring timely deliveries.
• Create work orders for import/export cargo within 24 hours of announcement.
• Trace cargo to its destination and ensure prompt delivery.
• Prepare cargo release documentation and support customers with accurate information.
• Ensure compliance with laws regarding Hazmat, Heavy/Overweight, and Out-of-Gauge cargo.
• Verify invoices and work orders, making necessary corrections.
• Evaluate carrier performance and manage transport exceptions.

• Due to the global nature of the role, excellent command of written and spoken English is required. French is required for communication during local business and with colleagues.
• Must be legally eligible to work in Canada
• Strong customer service orientation with professional communication skills.
• Collaborative and team-oriented mindset.
• Working knowledge of MS Office and CRM systems.
• Ability to manage expectations and deliver on quality promises.
• Proactive approach to customer inquiries and problem-solving.
• Attention to detail and accuracy in documentation.
• Experience in logistics or a related field is preferred.
• Strong organizational skills and the ability to multi-task.
• Willingness to learn and adapt to new systems and processes.