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 current 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.

What Makes You A Fit

- 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.

About Us 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. Your Journey, Our Horizon

📌 Supervisor Customer Service Import (Montreal)
🏢 Hapag-Lloyd
📍 Montreal