About Hapag-Lloyd
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 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 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.

Purpose

  • Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
  • Monitor workload across contact center, EDI and case queues to ensure adequate coverage
  • Achieve a common company goal and given KPI through efficient team management

Customer Service:

  • Deliver quality service to customers
  • Meet CS KPIs - Quality Promises + CC/CC KPIs
  • Maximize work efficiency with regular process reviews and reliable staff assignment/control

Non-Customer Service:

  • Active and continuous support for setting into a wide range of digital products
  • Performing various projects delivered

Responsibilities

  • Drive performance for the team and members to meet Sales force KPI and Quality promises KPI
  • Coach and develop staff, with regular performance reviews, as well as new requirements, process and procedures for the staff and team (incl. training requirements, info shares)
  • Support staff on daily jobs incl. problem solving and customer escalation s cases
  • Review customer survey results and implement measures to improve customer satisfaction
  • Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams
  • Review customer survey results and implement measures to improve customer satisfaction

Estimate partitioning of time:

  • 40% monitoring and supporting daily communications incl. problem solving, sharing info
  • 20% monitor KPIs
  • 20% monitor and improve process and handle project development (Incl Digital issues)
  • 20% staff management and development

Requirements

  • Minimum 5 years’ experience in a commercial role, preferably in the maritime sector
  • Excellent communication skills both English and Korean
  • Comprehensive knowledge of FIS, Sales Force and other HL systems
  • Result driven team player with a positive attitude
  • Ability to work under pressure
  • Goal and deadline driven
  • Motivate team 
  • Leadership skill to manage team efficiently
  • Deep work knowledge of Shipping industry
  • Problem solving skill

Most important skillset: Communication:

  • Handling problem solving with colleagues including advices towards solutions for customers. 
  • Approaching to Management for necessary approvals during problem solving
  • Negotiation with customers for solutions.
  • Coordination of issues and stable collaboration among internal functional teams

Contact person

Ryo Chung Han