Senior Manager, Customer Service
1. Main Objectives of this position:
- Maximize productivity and minimize penalties to ensure a positive working environment. Ensures that customers of the dedicated Segmented Vertical Customer Service team are served in a timely and professional fashion in order to grow and maintain the account base.
- Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
2. Function and duties:
Main Tasks
- Expertise in all topics related to Export and Import of the dedicated CS team.
- Holds responsibility for performance of the dedicated Segmented Vertical Customer Service teams.
- Guides, coaches and supports the Customer Service department
- Develops and conducts regular performance reviews (CSB, CSD and CSI)
- Oversees the Customer Experience Survey (CES) process.
- Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information given to the account base is accurate
- Be updated on all system changes and ensures that staff is accordingly aware of the changes
- Develops new business processes for smoother workflows
- Monitors and measures workload to ensure best process is in place
- Assists staff with trouble shooting issues and handles elevated customer problems
- Provides training for staff on new systems, regulations and requirements
- Makes certain that all departmental and functional training requirements are fulfilled
- Oversees the utilization of the Process Exception Advice System (PEA) to highlight potential training issues or process faults
- Acts as liaison with Customs and governmental agencies
- Ensures consistent application of Hapag-Lloyd policies to all personnel actions
- Run reports to monitor KPI
- Participate and support the global/regional projects related to Customer Service.
- Support end users on systems and process issues
- Communicate with CPS team to assure specific customers’ account are handled appropriately
- Coordinates with terminal operations to assure efficient and effective handling of shipments
- Communicates with world-wide offices to track shipments
- Works closely with all departments to assure specific customers’ needs are handled appropriately
- Maintains up-to-date knowledge of all services that HL offer
- Ensures that any and all documentation required for a shipment is received in a timely manner.
Supporting Tasks
- Acts in the performance of Super User responsibilities
- Provide First level support to users in the areas
- Distribution of knowledge in the area
- Identify training needs
- Trainer
- Conduct refresher trainings as needed
- Conduct follow up sessions after WBTs, according to the respective training concepts
- Participate/coordinate PWG (process working groups) meetings and follow up on action items
- UAT local coordination during FIS releases
- Intra regional networking – exchange of ideas with Regional BSD and Super Users in other areas
- Constant search for process and system improvements
Other Assignments
- Support Projects roll out
- Participate as project experts as required
3. Qualifications and Technical Job Requirements:
- University degree / Diploma with minimum 8-10 years of experience in Maritime industry or equivalent combination of education and experience.
- Abe to communicate effectively with external and internal stakeholders
- Ability to lead and manage a team
- Analytical with good problem solving skills. Recognizes and attends to multiple facets in issues and problems.
- Makes sound decisions in ambiguous situations not covered by explicit rules by applying general principles and guidelines.
- Critical decision making to meet with changing business environment or new information.
- Monitors and measures workload to ensure best process is in place
- Receptive and be able to grasp new ideas and motivate one’s self for personal development.
