Food, machinery or T-shirts: Hapag-Lloyd moves goods around the globe with over 250 container ships. We connect more than 600 ports on all continents and are one of the largest liner shipping companies. More than 13,000 employees work on board, ashore or in one of our 350 offices. Together, we transport around 12 million containers per year. Our corporate values "We care. We move. We deliver" serve as coordinates on our way. They guide our collaboration with each other as colleagues and with our customers to achieve the best possible quality. In the long run, we are committed to climate and environmental protection as well as human rights and many other social issues.

Main Objectives of this position

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd

Function and duties:

  • Participate in Customer Facing (F2F) meetings - either joint visit with sales or individual to ensure our customers feel connected with Customer Service - especially with critical NVOs & GNPs. 
  • Be accessible to Customers at all times. Act as local Point of Contact to address and assist on urgent request such as Form 13, Empty offloading, Seal issuance etc.
  • Handle escalations for all tasks related to Customer Service
  • Anticipate customers inconvenience based on their feedback with regards to existing/newly launched process and offer/solution recommendation to align basis market standards.
  • To improve customer interaction in lieu of customers understanding of HL process especially those who were identified as detractor/neutral during previous two CES and the ones who are contributing in high number of Case counts.
  • Participate in cross-functional Area meetings, discussing solutions for daily problems highlighted by customers involving other teams
  • Identify new customer requirements and present to management for acceptance
  • Act in the on boarding process for new customers, explaining Sales and Customer Service setup, Quality Promises, e-business tools/OBL printing (together with Digital Manager)
  • Act as an extended arms of the QSC in executing Projects and working as liaisons between the QSC and customers especially in scenarios where customer education is required
  • Support Sales teams on Quality Promises and customer commitments
  • Performs root-cause analysis of repetitive problems / deviations
  • Proactively analyze case and phone statistics to identify opportunities of improvement, both from customer / HL side
  • Engage as focal points for QSC to expedite execution of tasks where local action required for Vendor handled (external) Counters.
  • Engage in regular customer visits to ensure our customers feel connected with CS – physical / face to face meetings help specially with critical NVOs along with GAMs when there is presence in the main metro locations/zones.
  • Internal and external point of entry for customs matters, across all area departments
  • Duly communicates local customs developments to responsible parties
  • Evaluates impact of local customs requirements to ensure compliance
  • Participate and support in Global/Regional Projects related to customer service

Qualifications and Technical Job Requirements:

  • University degree or equivalent
  • 3 to 5 years Industry knowledge and experience.
  • Customer Success Representative, Articulate
  • Very good command of written and spoken English
  • Working knowledge of MS Office
  • Able to work well with others and follow guidelines
  • Positive attitude
  • Receptive and be able to grasp new ideas and motivate oneself for personal development

Success Criteria for Position:

  • Understand customer business objectives and goals in order to create actionable roadmaps and plans
  • Solution oriented
  • Pre-emptive, organized and optimistic
  • Ability to work in a high-pressure environment.
  • A very good listener

Contact person

Donna Fernandes HR Manager