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.

Reports to Director Customer Service

Overall Job purpose:

  • Oversee the implementation of customer service and e-commerce strategies within RME
  • Monitor performance in line with established KPIs and ensure standards of service delivery are consistently met
  • Establish a culture that encourages individual development, efficiency, collaboration, process improvement, and a customer-centric focus
  • Ensure that all relevant Hapag-Lloyd policies and procedures are followed

Key Accountabilities:

  • Translate the corporate strategy into a clear roadmap for the individual area offices within the region
  • Ensure adherence to regional customer service strategies, monitoring the achievement of relevant targets and measurements
  • Oversee the customer service activities of Region Middle East, supporting area offices to achieve set targets
  • Ensure the professional and timely flow of information across Region Middle East areas
  • Monitor activities related to target accounts, liaising with area management, as required
  • Drive cost and revenue enhancement activities for the region through internal and external benchmarking and the sharing of best practice
  • Implement account-level customer care programs to improve customer relationships with key accounts
  • Monitor customer satisfaction levels by establishing criteria to differentiate Hapag-Lloyd from competitors
  • Drive the adoption of e-commerce tools across the region and ensure the establishment of tangible gains in terms of efficiency and improvement in the booking and documentation processes
  • Monitor the achievement of e-commerce targets across the region, addressing any problem areas
  • Establish a customer-focused culture through constant engagement and by ensuring the delivery of high standards of service
  • Provide technical expertise on tariff related matters, handling inland tariffs and local charge rates
  • Establish KPI’s to monitor the effectiveness and efficiency of the department as a whole and of individual members
  • Ensure maintenance of departmental standards for customer service, striving for consistent improvement and adherence to set key performance indicators
  • Coach and develop staff, conducting regular performance reviews in line with company policy and management requirements
  • Commitment to Hapag-Lloyd’s Quality Management System (ISO 9001:2000) sand Environmental Management System, (ISO 14001:2004), its policies and procedures.
  • Promote ideas for work process simplification
  • Actively promote and participate in a customer focused team environment

Qualifications & Skills:

  • Bachelor’s Degree, preferably in Business Administration
  • Minimum 5 years of experience in a similar role
  • Fluent in English
  • Knowledge of the shipping industry
  • Knowledge of legal and regulatory requirements

Contact person

Manju Ann Varghese Senior Manager HR