· Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
· Monitor workload across contact center, EDI and case queues to ensure adequate coverage
· Manage the Segmented Vertical team in the day-to-day activities
· Act as point of entry for escalations to Customer Service Manager
· Expertise in all topics related to Export and Import
· Drive performance within the team by exceeding Quality promises and KPI deliverables
· Coach and develop staff, with regular performance reviews
· Communicate new requirements, process and procedures to the staff
· Support staff with problem solving
· 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
· Handle customer escalations