Job Description

You will lead a skilled and customer-focused team dedicated to delivering exceptional service and operational excellence. In this role, you will oversee team workloads, CRM activity, and case management queues to ensure service standards are consistently met and customer expectations are exceeded. Leveraging your leadership and coaching expertise, you will foster a collaborative, high-performing environment where team members are empowered to grow, succeed, and reach their full potential.

• Serve as the subject matter expert for export and import operations, ensuring compliance with regulatory requirements and operational standards.

• Drive team performance to achieve and maintain quality service, and KPI targets while delivering an exceptional customer experience.

• Monitor customer feedback and survey results, implementing improvements to enhance customer satisfaction and service delivery.

• Identify process improvement opportunities and collaborate with Regional Customer Service and Business Systems teams to drive operational efficiency.

• Coach and develop team members through regular feedback, performance reviews, and development planning.

• Communicate and implement new business requirements, processes, policies, and procedures across the team.

• Provide operational leadership and support, assisting staff with complex issues, problem-solving, and decision-making.

• Ensure compliance with Hapag-Lloyd standards, policies, and local operating procedures.

• Identify training needs and ensure all required team training is completed, documented, and maintained.

• Support regional and global Customer Service projects, contributing to successful implementation and change management initiatives.

• Drive the adoption and utilization of Hapag-Lloyd products, services, and digital solutions.

• Collaborate with cross-functional teams to resolve operational challenges and improve service delivery.

• Manage customer escalations, ensuring timely resolution and effective relationship management.

• Perform additional duties and special projects as required to support business objectives.

• Must have experience leading and coaching a team.
• University degree or equivalent experience in the maritime industry.
• Collaborative spirit and ability to motivate a team.
• Strong interpersonal and analytical skills.
• Working knowledge of MS Office suite and CRM
• As this role operates within an international business environment involving regular interaction with customers, colleagues, and overseas offices, English serves as the principal language of communication. Fluency in French is additionally required to facilitate effective communication within the local market.
• Must be legally able to work in Canada.
  

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.

Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.

When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.

We believe that every exploration is a chance to grow, and every port is a place to belong.