- 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 the Customer Service Support team in the day-to-day activities
Act as point of entry for escalations to Customer Service Support Manager· 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.