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.

Main Objectives

  • Responsible for Sales/Customer Service process management; inclusive of implementation, standardization and systems support.
  • Proactively establishes and nourishes a culture that encourages process efficiencies, collaboration and continuous improvement, automation and Super Users’ development
  • Ensures that all Hapag-Lloyd standard processes are followed across Areas in Asia

Responsibilities

  • Drive business process improvement and automation, involved in Digital projects within Region at Customer level & country level
  • Bridge strong coordination & collaboration with Regional departments and related corporate departments (Digital, IT & Country)
  • Ensure Sales / Customer Service teams in Areas/QSCs work according to Hapag Lloyd standard process
  • Provide support to the Areas/QSCs under Region Asia on all systems, tools, and application (eBiz, EDI Mapping, API, etc.,)
  • Act as a 2nd level of business support for Super users/Digital coordinators on Sales/CS related processes and applications
  • Working in partnership with CS/Sales in Areas/QSCs, analyze, design BCRs & implement system solutions to meet business needs. Coordinate relevant UATs to ensure positive rollouts
  • Ensure all staff in Hapag-Lloyd offices are duly trained and aware of new applications, API tools, system developments & enhancements.
  • Coach, train and evaluate Super Users in the Areas/QSCs with the objective of keeping the highest standards in the Super User network in RAS
  • Collaborate with Global Business Support (GBS) and Product Owners on Global projects and processes alignment.
  • Act as an expert in Global projects on behalf of Region Asia / Drive regional initiatives
  • Conduct process reviews in the Areas/QSCs in order to identify improvement opportunities by means of process analysis, Automation (RPA/Macros), process mining, Digitalization, and best practices sharing
  • Safeguard the access to HL systems through adequate user access rights management
  • Support Areas to achieve our Quality Promises related targets & Organization Strategy initiatives 

Requirements

  • University degree, preferably in Supply Chain/Logistics Management, Information Systems, Business Administration, with at least 5 years of relevant experience
  • Solid knowledge of Hapag-Lloyd organization, experience in Hapag-Lloyd Sales OR Customer Service processes and systems will be highly advantageous
  • Working knowledge of Tools and applications (i.e. FIS, Salesforce, CM, eBiz, BI Tools and API’s)
  • Experience in Project Management and Systems Implementation
  • Experience in EDI connectivity, API tools mapping, & Digital products coordination
  • Self-starter, responsive, collaborative, strong interpersonal skills and ability to work under pressure
  • Excellent communication skills & listening skills
  • Technical aptitude and willingness to learn new applications
  • Experience as a Trainer / Training Management is a plus
  • Availability to travel on short notice

Contact person

Leonard Leong