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
Drive performance within the team by exceeding Quality promises and KPI deliverables
Manage Revenue, Case management & Reporting teams for USA CS
Act as point of entry for escalations from USA team
Function and duties:
Coach and develop staff, with regular performance reviews
• Communicate new requirements, process and procedures to the staff
• Promote the application of HL standards and ensure the documentation of local manuals and
guidelines, where applicable
• Identify training needs and ensure all team and functional training requirements are recorded and
fulfilled
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving
other teams
• Drive performance within the team by exceeding Quality promises and KPI deliverables
• Review customer survey results and implement measures to improve customer satisfaction
• Identify and communicate areas of concern / proposals to enhance the current business processes
to the USA teams
• Support staff with problem solving
• Participate and support the global/regional projects related to Customer Service
• Assist in the rollout and drive the usage of new and existing product offerings by HL
• Handle customer escalations
Qualifications and Technical Job Requirements:
University degree or equivalent
• Minimum 3 years’ experience in a commercial role, preferably in the maritime sector
• Excellent communication skills
• Comprehensive knowledge of FIS and other HL systems
• Working knowledge of MS Office
• Result driven team player with a proactive attitude
