Customer Service Manager

Hapag-Lloyd AG

Manager leading a customer-focused team in maritime shipping operations for Hapag-Lloyd. Ensuring exceptional service delivery and team performance through coaching and support.

Posted 6/1/2026full-timeMontreal • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Attractive Annual Bonus – Based on company performance, recognizing your impact on our success.
Hybrid Work Environment – Enjoy the flexibility of working remotely while staying connected with three in-office days per week.
Modern Office Space – Our state-of-the-art office fosters creativity, collaboration, and comfort.
Public Transportation Support – We help cover commuting costs to make your daily travel easier and more affordable.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

export operationsimport operationsregulatory complianceprocess improvementcustomer serviceperformance reviewsproblem-solvingdecision-makingchange managementKPI targets

Soft Skills

team leadershipcoachingcollaborationinterpersonal skillsanalytical skillscustomer satisfactionrelationship managementmotivationcommunicationfeedback