Customer Service Supervisor Export

American President Lines; Montreal (administrative region); On-site; CAD 60,000 - 80,000; Full time

Job summary

A global shipping leader is looking for a Customer Service Supervisor in Montreal. This role requires strong leadership and customer service skills, with a focus on team development and operational excellence. Ideal candidates will have a bachelor's degree and at least 3 years of experience in liner shipping. Fluency in both English and French is essential. The successful candidate will ensure high standards of service while managing complex customer inquiries and performance oversight.

Qualifications

• Minimum 3 years of experience in liner shipping with customer-facing activity.
• Demonstrated supervisory experience, including coaching and team development.
• Strong customer-facing acumen with a professional, solutions-oriented approach.

Responsibilities

• Provide direction, coaching, and guidance to Customer Service team members.
• Manage escalated or complex customer inquiries, ensuring timely resolution.
• Monitor individual and team performance, providing feedback and evaluations.
• Identify and implement actions to strengthen process efficiency and service reliability.

Skills

Leadership skills

Bilingual (English and French)

Customer service skills

Multitasking abilities

Proficiency in MS Office

Education

Bachelor's degree preferred

Job description

Customer Service Supervisor - Export

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Are you a highly motivated, dynamic, and customer-focused leader fluent in both English and French? Do you excel at multitasking in a fast-paced environment? If so, we have an exciting opportunity for you – Join our Montreal Customer Care Team as a Customer Service Supervisor. We look forward to hearing from you! . Note: All Candidates must be legally authorised to work in Canada.

We strive for Better Ways in everything we do; our culture is embodied by boldness, imagination, exemplarity and excellence. With those values at the core of our business, our workplace holds an upbeat and inspiring team who encourages you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in.

POSITION SUMMARY

The Customer Service Supervisor ensures delivery of a high standard of customer service in accordance with CMA CGM Group policies, processes, and performance expectations. This role provides operational leadership to the Customer Service team, supports continuous improvement initiatives, and contributes to the overall quality and efficiency of the agency’s service delivery.

KEY RESPONSIBILITIES

Leadership and Staff Development

• Provide direction, coaching, and guidance to Customer Service team members to sustain high levels of performance and professionalism.
• Establish clear objectives and ensure alignment with departmental and Group standards.
• Oversee training and competency development to support operational excellence.

Customer Relationship & Escalation Management

• Engage with customers, as required, to collect feedback and support service improvement initiatives.
• Manage escalated or complex customer inquiries, ensuring timely and effective resolution in line with Group expectations.

Operational & Service Management

• Ensure the proper implementation of CMA CGM Group processes, systems, and tools across daily operations.
• Manage staffing, workload distribution, and resource allocation to consistently meet service level commitments.
• Participate in the recruitment, selection, and onboarding of new team members.
• Apply crisis‑management procedures during operational disruptions to maintain service continuity.

Performance Oversight & Reporting

• Monitor individual and team performance, providing structured feedback and conducting formal evaluations.
• Prepare and deliver periodic and ad‑hoc performance reports for the Customer Service Manager.

Process Optimization & Compliance

• Identify and implement actions to strengthen process efficiency, service reliability, and customer experience.
• Collaborate with internal stakeholders to streamline workflows and support continuous improvement.
• Ensure adherence to CMA CGM policies, SOPs, and all applicable regulatory requirements.

QUALIFICATIONS

CANDIDATES MUST BE LEGALLY AUTHORISED TO WORK IN CANADA

Education

• Bachelor's degree preferred; industry related schooling an asset

Experience

• Minimum 3 years of experience in liner shipping with customer-facing activity.
• Demonstrated supervisory experience, including coaching and team development

Other

• Strong leadership skills with the ability to motivate and guide teams effectively.
• Excellent verbal and written communication skills in both French and English.
• Proven ability to manage multiple priorities in a fast‑paced, evolving environment.
• Strong customer‑facing acumen with a professional, composed, and solutions‑oriented approach.
• Proficient in MS Office

We thank all candidates for their interest in applying for this position and working at CMA CGM, please note, only those selected for an interview will be contacted.