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Main Objectives of this position:

  • Maximize productivity and minimize penalties to ensure a positive working environment. Ensures that customers of the dedicated Segmented Vertical Customer Service team are served in a timely and professional fashion in order to grow and maintain the account base.
  • Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd.

Function and duties:

Main Tasks

  • Expertise in all topics related to Export and Import of the dedicated CS Support team.
  • Holds responsibility for performance of the dedicated Customer Service Support teams.
  • Guides, coaches and supports the Customer Service department.
  • Develops and conducts regular performance reviews (CSB, CSD and CSI) incl. GCC related tasks.
  • Oversees the Customer Experience Survey (CES) process.
  • Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information given to the account base is accurate.
  • Be updated on all system changes and ensures that staff is accordingly aware of the changes.
  • Develops new business processes for smoother & efficient workflows.
  • Monitors and measures workload to ensure highest productivity is in place.
  • Assists staff with trouble shooting issues and handles elevated customer problems.
  • Provides training for staff on new systems, regulations and requirements.
  • Makes certain that all departmental and functional training requirements are fulfilled.
  • Oversees the utilization of the Process Exception Advice System (PEA) to highlight potential training issues or process faults.
  • Acts as liaison with Customs and governmental agencies
  • Ensures consistent application of Hapag-Lloyd policies to all personnel actions.
  • Run reports to monitor KPI and develop plans to further improve.
  • Participate and support the global/regional projects related to Customer Service.
  • Support end users on systems and process issues.
  • Communicate with CUS team to assure specific customers' account are handled appropriately.
  • Coordinates with Cargo Operations to assure efficient and effective handling of shipments.
  • Communicates with world-wide offices to track shipments.
  • Works closely with all departments to assure specific customers' needs are handled appropriately.
  • Maintains up-to-date knowledge of all services that HL offer.
  • Ensures that all documentation required for a shipment is received in a timely manner.
  • Coach and develop staff, with regular performance review.
  • Review the workload among the team to ensure effectiveness of delivery.

Supporting Tasks

  • Acts in the performance of Super User responsibilities
  • Provide First level support to users in the areas and identify training needs
  • Distribution of knowledge in the area
  • Identify process improvement & automation potentials.
  • Trainer
  • Conduct refresher trainings as needed
  • Conduct follow up sessions after WBTs, according to the respective training concepts
  • Participate/coordinate cross functional PPS (workshop) meetings and follow up on action items
  • UAT local coordination during FIS releases
  • Intra regional networking - exchange of ideas with Regional BSD and Super Users in other areas
  • Constant search for process and system improvements Other Assignments
  • Support Projects roll out
  • Participate as project experts as required

Other Assignments

  • Support Projects roll out.
  • Participate as project experts as required.

Qualifications and Technical Job Requirements:

  • University degree I Diploma with minimum 10 years of experience in Maritime industry or equivalent combination of education and experience.
  • Abe to communicate effectively with external and internal stakeholders.
  • Ability to lead and manage a team with min. 5 years of leading direct reporting team.
  • Analytical with good problem-solving skills. Recognizes and attends to multiple facets in issues and problems.
  • Makes sound decisions in ambiguous situations not covered by explicit rules by applying general principles and guidelines.
  • Critical decision making to meet with changing business environment or new information.
  • Monitors and measures workload to ensure best process is in place.
  • Receptive and be able to araso new ideas and motivate one's self for personal development.

Mit einer Flotte von 258 modernen Containerschiffen und einer Gesamttransportkapazität von 1,9 Millionen TEU ist Hapag-Lloyd eine der weltweit führenden Linienreedereien. Das Unternehmen ist mit rund 14.000 Mitarbeitenden an Standorten in 135 Ländern mit knapp 400 Büros präsent. Hapag-Lloyd verfügt über einen Containerbestand von 2,9 Millionen TEU – inklusive einer der größten und modernsten Kühlcontainerflotten. Weltweit 115 Liniendienste sorgen für schnelle und zuverlässige Verbindungen zwischen mehr als 600 Häfen auf allen Kontinenten. Hapag-Lloyd gehört in den Fahrtgebieten Transatlantik, Mittlerer Osten, Lateinamerika sowie Intra-Amerika zu den führenden Anbietern.

Contact person

Ze Chia Tan Talent Acquisition Specialist