About Hapag-Lloyd
With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world’s largest and most modern reefer container fleets, 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 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 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 deal with terminal-related activities and provide complementary logistics services at selected locations.

Overview

Hapag-Lloyd is a leading global container shipping line with a rich history dating back more than 175 years.  Our company is committed to providing high-quality, reliable, and sustainable shipping solutions to our customers around the world.  As part of Strategy 2030, we aim to be recognised as the number one choice for quality in our industry.  Our teams have been split into dedicated industry specific verticals to provide tailored support to our customers.  Using a combination of email, live chat and phones calls, our customer service coordinators work closely with our customers to address their needs and provide effective solutions.  The primary objective of the role is delivering excellent service to our customers by delivering efficient and cost-effective solutions.  Coordination teams are expected to collaborate effectively with colleagues in other areas of the business to increase internal efficiencies and provide significantly improved service quality.

Tasks & Responsibilities

  •         Liaise with customers to provide high quality customer experience via telephone, live chat, emails and cases.
  •        Work closely with customers to support their enquires, understand their needs and proactively provide solutions.
  •        Act as point of entry on potential claim requests.
  •         Support customers in the planning of new business in cooperation with the sales team.
  •       Process customer change of destination requests using the most efficient route.
  •        Ensure timely provision of operational services in conjunction with other departments.
  •        Handle shipment related internal exceptions.
  •         Follow all the necessary procedures for special cargo approval ensuring customers are kept fully up to date through the survey and loading process.
  •        Ensure cost recovery for exceptional cost items in a timely manner.
  •         Prevent revenue leakage by ensuring timely communication with customers and follow up on additional services.
  •       Build expertise in all topics related to export bookings.
  •         Follow standard operating procedures and new process requirements as and when communicated.
  •        Demonstrate a thorough understanding of the department’s Key Performance Indicators and proactively strive to achieve them.
  •         Demonstrate a sound understanding of the Quality Promises.
  •         Demonstrate a sound understanding of Hapag-Lloyd digital products and tools.

Person Specification

  •        At least 2 years’ experience in liner shipping or similar.
  •        A commitment to delivering excellent customer service. 
  •        Good verbal and written communication skills.
  •         A team player with a sense of personal responsibility and accountability.
  •         The ability to work proactively in a structured, organised and analytical manner.
  •        Capable of working with multiple systems and supportive of digital transformation.

Equality & Diversity

At Hapag-Lloyd, we believe in the power of diversity and equality in the workplace. We are committed to creating an inclusive environment where all individuals, regardless of their background, can thrive and contribute to our success.

We encourage applicants from all walks of life, including those from underrepresented groups, to apply for our job openings. We value the unique perspectives and experiences that each individual brings, as it enriches our team and fosters innovation.

We are dedicated to providing equal opportunities for all employees and applicants, and we actively promote a culture of respect, fairness, and inclusivity. Join us in building a diverse and vibrant workforce, where everyone's talents are recognised and celebrated.

Jessie Eulink Coordinator Human resources