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.

Position: Senior Manager - Customer Service (MIN)

Location: Andheri, Mumbai

Function and duties:

Create a “Customer Service Culture” delivering quality service and improved customer satisfaction
• 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 Regional Customer Service / Business systems teams
• Coach and develop a team of motivated individuals through regular performance reviews and 121
discussions
• Promote the application of HL standards and ensure the documentation of local manuals and
guidelines, where applicable
• Ensure QEM principles are followed and promoted within department
• Identify training needs and ensure all team and functional training requirements are recorded and
fulfilled
• 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
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving
other teams

Qualifications and Technical Job Requirements:
•University degree or equivalent
• 10+ years industry and management experience in transportation industry
• Overall expert knowledge of the Import and Export Processes and understanding of the Shipping
industry as a whole.
• Excellent communication skills
• Working knowledge of MS Office

Contact person

Anjali Panchal