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.

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.

Contact person

Ze Chia Tan