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