Job Description

Objectif de ce Poste:

Le/la Superviseur(e), Service a la Clientele et Operations, est responsable de la supervision des activites quotidiennes des Specialistes du Service a la Clientele et des Operations. Il/elle veille a l'efficacite du transport de marchandises, au respect des reglementations, ainsi qu'a un service a la clientele exceptionnel. En plus de la supervision de l'equipe, le role implique une participation active aux processus operationnels : gestion du transport, coordination des expeditions, et communication avec les parties prenantes internes et externes.

Principales Responsabilites:

Diriger, encadrer et soutenir les Specialistes du Service a la Clientele et des Operations, en favorisant une culture d'equipe axee sur la performance. Planifier et coordonner les horaires de travail, former les employes de maniere polyvalente, et assurer un soutien de remplacement si necessaire. Garantir l'uniformite des operations en appliquant les procedures et instructions de travail standardisees. Suivre les performances de l'equipe, resoudre les problemes clients et operationnels, et piloter des initiatives d'amelioration continue. Organiser le transport, en mettant l'accent sur le fret maritime et routier, afin d'assurer des livraisons efficaces et economiques. Superviser la creation et la tenue des dossiers d'expedition, en assurant la conformite documentaire aux exigences nationales et internationales. Maintenir la communication avec les clients, fournisseurs et equipes internes pour fournir des mises a jour et repondre aux demandes. Coordonner la tarification, preparer les devis clients et assurer l'execution securisee du transport, dans le respect des exigences officielles. Collaborer avec les equipes de vente, de tarification, d'approvisionnement et les agences gouvernementales pour faciliter le transport efficace. Saisir avec precision les donnees des expeditions et des reservations dans les plateformes de transport agreees. Soumettre tous les documents requis, notamment les documents maitres, AES, ACI, EDI, et les confirmations de reservation. Garantir la conformite avec toutes les exigences reglementaires liees au transport, resoudre les differends, et assurer des livraisons ponctuelles. Appliquer rigoureusement les politiques de l'entreprise, les procedures operationnelles standard et les meilleures pratiques de l'industrie. Preparer et soumettre les elements du compte de resultats mensuel aux equipes financieres et a la haute direction. Identifier des pistes d'amelioration, proposer de nouvelles initiatives et mettre en oeuvre des solutions orientees vers l'efficacite. Contribuer a l'amelioration de l'experience client, a la reduction des erreurs, et a l'optimisation des flux de travail.

Connaissances et Qualifications:

Diplome en commerce, transport international ou domaine connexe. Minimum de 5 ans d'experience pertinente, dont au moins 2 ans a un poste de supervision. Une experience en operations ou dans le domaine du transport international est un atout. Competences averees en leadership pour developper et motiver une equipe. Capacite demontree a entretenir des relations positives avec et entre les membres de l'equipe. Tres bonne organisation, aptitude a prioriser les taches dans un environnement a volume eleve. Competences informatiques exceptionnelles et capacite a apprendre rapidement de nouveaux logiciels. Proactivite dans la resolution de problemes et desir d'ameliorer les processus. Grand souci du detail. Capacite a communiquer des informations claires, concises, precises et pertinentes. Excellentes competences interpersonnelles pour collaborer efficacement avec l'equipe et les autres departements. Maitrise de l'anglais et du francais. Experience de travail anterieure au Canada ou en lien direct avec les industries canadiennes.

Role Purpose:

The Supervisor, Customer Service & Operations is responsible for overseeing the daily activities of the Customer & Operations Specialists, ensuring efficient freight movement, compliance with regulations, and exceptional customer service. In addition to supervising the team, this role actively participates in operational processes, managing transportation, coordinating shipments, and maintaining communication with internal and external stakeholders.

Key Responsibilities:

Lead, coach, and support the Customer & Operations Specialists, fostering a team-based, high-performance culture. Plan and coordinate work schedules, cross-train employees, and provide backup support as needed. Ensure operational consistency by reinforcing standardized procedures and work instructions. Monitor team performance, resolve customer and operational issues, and drive continuous improvement initiatives. Organize transportation with a focus on ocean and road freight, ensuring timely and cost-effective deliveries. Oversee the creation and maintenance of shipment files, ensuring proper documentation and adherence to domestic and international transportation requirements. Maintain communication with customers, vendors, and internal teams to provide shipment updates and resolve service inquiries. Coordinate pricing, prepare customer quotations, and ensure safe transport execution in compliance with official requirements. Collaborate with sales, pricing, procurement, and government agencies to facilitate the efficient movement of freight. Ensure accurate data entry of shipments and bookings into approved freight forwarding platforms. Submit all required documentation, including Master, AES, ACI, EDI, and booking confirmations. Ensure compliance with all transportation and regulatory requirements, resolving disputes and ensuring on-time deliveries. Drive adherence to company policies, standard operating procedures, and industry best practices. Prepare and submit monthly P&L portions for finance teams and senior management. Identify process improvements, propose new initiatives, and implement efficiency-driven solutions. Lead efforts to enhance customer experience, reduce errors, and optimize operational workflows.

Knowledge & Qualifications:

A degree in business, freight forwarding or similar field is preferred. Minimum 5 years' related freight forwarding experience with a minimum of 2 years' supervisory experience. Experience in operations and freight forwarding is considered an asset. Proven leadership skills to develop and motivate a team. Demonstrated ability to foster positive relationships both with and among team members. Highly organized with the ability to prioritize tasks and meet deadlines in a high volume setting. Exceptional computer skills and ability to quickly learn new software. A willingness to take initiative to solve problems and a desire to identify process improvements. Strong attention to detail. Ability to communicate clear and concise information in an accurate and informative manner. Excellent interpersonal skills to work effectively with your team and other departments. Must be fluent in English and French. * Previous Canadian work experience or experience working directly with Canadian industries.