Responsibilities and Tasks
Play an important role in our digital transformation journey: Build a new and innovative work environment for improved customer experience by self-service features, automated process, increased visibility for a more proactive and value adding service approach
- Support the Product Owner of Import Customer Service process:
- Conceptualize and drive the development of IT projects to improve Customer Service effectiveness and efficiency
- Represent the voice of the customer in an agile framework, translate user needs into user stories
- Be accountable to maintain product backlog and prioritize user stories based on importance and dependencies for implementation
- Connect and align internal and external members
- Take responsibility to design appropriate training concepts, create training material and train the organization
- Plan and execute the rollout of new tools in the organization
- Develop and align proposals with stakeholders to optimize and harmonize CS processes to accommodate and outperform customer requirements and establish a market differentiator
- Maintain close relations with the Regional Customer Service Managers, Regional BSDs, GPX, IT and with the other CEO departments
- Take quick (deliberate and balanced) decisions with regards to the features aligned
- Ensure that all deliverables reflect improved quality for our customers as well as more efficient processes and/ or extra revenue streams for Hapag-Lloyd