Sea Logistics Customer Care Supervisor

Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Montreal site, is looking for a new Customer Care Supervisor to join our Sea Logistics team.

Your Role

As Customer care supervisor, you and your team are responsible to provide extraordinary customer experience by consistent and measured engagement with internal customers and a structured service delivery model supported with clear KPIs. You will focus on continuous improvement activities and will oversee the Export Sea Logistics product in Eastern Canada. You will also set goals for customer retention, organic growth, and the acquisition of new business.

Your Responsibilities

• Lead and supervise the customer care team, ensuring that team members are motivated and working effectively towards common goals.
• Promote a culture of teamwork and open communication, ensuring that team members collaborate effectively across functions.
• Manage workloads and assign tasks based on team members' strengths and expertise to optimize performance
• Build and maintain strong relationships with clients to understand their shipping needs and provide tailored solutions.
• Oversee the entire export process, including documentation, booking cargo space and coordinating with Operational Care Centre (OCC), & potentially shipping lines
• Address any issues or delays that arise during the shipping process, working to resolve them quickly and effectively
• Ensure all exports within scope of responsibility comply with international regulations and company policies, including proper documentation
• Serve as the primary point of escalation contact for internal & external clients, providing updates, responding to inquiries & resolving issues.
• Optimize logistics costs & processes to ensure profitability while maintaining service quality
• Stay updated on industry trends and changes in regulations that could affect shipping and logistics operations
• Work closely with internal teams, such as sales, operations, and finance, to ensure seamless service delivery
• Train and mentor junior staff on best practices in customer care and export procedures
• Establish clear objectives and KPIs for the team, aligning them with overall business goals and ensuring accountability
• Conduct regular performance reviews, providing constructive feedback and recognizing achievements to foster team development

  If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Your Skills and Experiences

• Bachelors Degree/Diploma in International Business, Transportation, Logistics preferred
• 5+years of experience in similar role from Freight forwarding, Supply Chain, Logistics, Transportation industry
• Strong Leadership and problem solving skill
• Strong Knowledge on Dangerous Goods and GMP regulations
• Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel)
• Excellent communication skills (both oral and written)

Good Reasons to Join

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-HYBRID