Import Office Release Coordinator & Customer Service Agent

The Role We are looking for a detail-oriented, customer-focused import professional to join our import office. You will be the central link between dispatch and everything else, including inbound freight, customs, our warehouse team and our customers: validating freight status, releasing freight once customs requirements are met, tracking every release through to completion, and keeping customers informed at every step. This is a hands-on role for someone who knows how a sufferance warehouse works, is comfortable with customs paperwork, and takes pride in clear, proactive communication. Key Responsibilities **Freight validation and data entry** * Review and enter key shipment information accurately in our systems to validate the status of inbound freight * Verify documentation (manifests, bills of lading, cargo control documents, invoices) against freight received **Customs releases** * Release freight for customs approval and ensure all customs and regulatory requirements are met before freight leaves the warehouse * Liaise with customs brokers, CBSA and other government agencies as required * Track and manage all inbound releases, including customer and customs releases, from request through to completion **Guarantees and compliance** * Manage and track customer guarantees (including bond and security requirements) and ensure freight is only released when guarantees are in good standing * Maintain accurate records and audit-ready files in line with sufferance warehouse and customs regulations **Customer service and issue resolution** * Serve as a main point of contact for customers, brokers and carriers by phone and email * Trace freight, investigate delays or holds, and resolve issues quickly and professionally * Update clients on next steps, timelines and expectations before they have to ask * Coordinate with dispatch, warehouse and transportation teams to schedule pickups and deliveries Qualifications **Required** * Experience in sufferance warehousing, customs-bonded operations, freight forwarding or logistics (typically [2–3+] years) * Working knowledge of customs release processes and import documentation * Strong attention to detail and data accuracy, with the ability to manage many files at once * Excellent written and verbal communication and a service-first attitude * Bilingual in French and English, written and spoken * Proficiency with Microsoft Office (especially Excel and Outlook) and comfort learning warehouse/transport management software * Ability to work calmly under pressure and to prioritize time-sensitive releases **Assets** * Experience with CBSA systems and processes and with customs brokerage * Familiarity with ocean container freight and port operations (Port of Montréal) * Experience with customs guarantees, bonds and cargo control What Makes You a Great Fit * You are organized and thorough, and you treat every file as if the customer is watching * You communicate clearly and don't wai