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.
