With a fleet of 258 modern container ships and a total transport capacity of 1.9 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. The Company has around 14,000 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2,9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 115 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. Hapag-Lloyd is one of the leading operators in the Transatlantic, Middle East, Latin America and Intra-America trades.

Main Objective of this position

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd Senegal. Develops an in-depth understanding of Haapg-Lloyd CS & Sales Blueprint structure, Export & Import processes, Invoicing, EDI and Reporting requirements. Possesses good knowledge of  Hapag-Lloyd online products, value added services & premium services that may be offered for additional price / volume commitment.

Your tasks

  • Participate in Customer Facing (F2F) meetings, joint visit with sales, QBR’s
  • Escalated issue resolution as defined by QSC or raised during QBR’s with customer’s, that may require a change in customers’ behaviour or HL process handling (i.e. not pertaining to any specific issue with a current shipment)
  • Together with Sales and Digital Managers, coordinates the on boarding process for new customers
  • Explains Sales & Customer Service setup, dial in numbers for issue resolution, one mailbox for case resolution etc.
  • Explain HL standard product and our commitment on Quality Promises
  • E-Biz Tools promotion, training and on boarding
  • OBL Printing on boarding and setup (Support coordination among customer RCS, BDS and MTD team in Hamburg)
  • Support customers for inquiries in local language
  • Participate in cross-functional Area meetings, discussing solutions for daily problems involving other     teams
  • Understands customer’s supply chain / process requirements and present to management for acceptance
  • Handles customs activities requiring local language and/or visits
  • Internal and external point of entry for customs matters, across all area departments
  • Duly communicates local customs developments to responsible parties
  • Evaluates impact of local customs requirements to ensure compliance
  • 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
  • Support and mentor counter team for managing following tasks related to payment postings, container releases, local document stamping, OBL issuance and acceptance, BL amendments in urgent cases.

Your Profile

 

  • You have a university degree or equivalent
  • You have minimum 3 years’ experience in a commercial or customer service role, preferably in the maritime sector
  • You have excellent communication skills 
  • You have comprehensive knowledge of FIS and other HL systems
  • You have working knowledge of MS Office
  • You are result driven team player with a proactive attitude
  • You have the ability to work under pressure
  • You are goal and deadline driven
  • You have good time management skills
  • You are receptive and be able to grasp new ideas and motivate one’s self for personal development 
  • You have the ability to effectively present information in one-on-one and small group situations to clients, and other departments of the organization.
  • You have problem-solving skills
  • You are able to work well with others and follow guidelines
  • You have a positive attitude
  • You have very good command of written and spoken English and French 

We offer

  • Constantly new, responsible tasks, the opportunity to introduce solutions of which you are personally convinced
  • Excellent opportunities for further development, supported by a spacious range of training and development opportunities
  • Competitive remuneration opportunities 
Edith Kodo-Essuman