Supervisor Customer service
Join Us as a Supervisor Customer service at Hapag-Lloyd!
Are you passionate about delivering exceptional customer experiences and driving value? At Hapag-Lloyd, we're looking for a dedicated Supervisor Customer Service to elevate our service quality and make a meaningful impact. In this role, you'll master our Customer Service & Sales Blueprint, oversee Export & Import processes, and excel in invoicing and reporting. You'll also become an expert in our online products and premium services, ensuring our customers receive the best solutions tailored to their needs. If you're ready to blend expertise with innovation and contribute to both customer satisfaction and our company's success, we want to hear from you!
Responsibilities
- Participate in Customer Facing (F2F) meetings, joint visit with sales, QBRs with customers for providing customer solutions.
- Issue Resolution on the basis of internal or customer escalation raised during meeting that may require a change in customers’ behaviour or HL process handling for addressing recurring issues.
- Look out for continuous process improvement, digitalization and automation initiatives for enhancing customer experience.
- Together with Sales and Digital Managers, coordinates the on boarding process for new customers.
- Explain HL standard products, processes and our commitment on Quality Promises to customers.
- Promotion of E-Biz and Digital Tools , training and on boarding.
- Participate in cross-functional Area meetings, coordination with internal departments, region and head quarter including customer experience, sales, operations , IT/BSD team, Legal and finance teams for discussing and implementing solutions.
- Support customers for inquiries in local language.
- Understands customer’s supply chain / process requirements and be able to present proposal to management for acceptance of new practice or process.
- Handles customs activities requiring local language including visits to customs and local authorities.
- Internal and external point of entry for customs matters.
- Evaluate and duly communicates with local customs and responsible parties to ensure compliance.
- Participate in 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 tasks related to payment postings, container releases, local document releases and acceptance.
- Measure and track performance for CS KPIs on the basis of Reporting and Analytics.
Successful criteria for this position:
• University degree or equivalent
• Minimum 5 years’ experience in a commercial role, preferably in the maritime sector
• Excellent communication skills
• Ideally comprehensive knowledge of FIS and other HL systems or comfortable to learn working with different systems and software used in the company
• Working knowledge of MS Office
• Result driven team player with a proactive attitude
• Ability to work under pressure
• Goal and deadline driven
• Good time management skills
• Receptive and be able to grasp new ideas and motivate one’s self for personal development
Additionally as a person, you have the qualities and are ready to live, promote and be a positive role model for Hapag-Lloyd’s 8 Values Based Behaviours:
- Building confidence and trust
- Collaborating and Interacting
- Focusing on customers
- Working analytically
- Driving success
- Embracing change
- Managing self-development
- Demonstrating global mindset and embracing diversity
We offer
At Hapag-Lloyd we are proud to make global trade happen. For us, shipping is more than just containers at sea. This is an excellent opportunity to develop your career in one of the most exciting and multinational industries in the world, and in a Region / Area which is a truly diverse and emerging growth market. You will be exposed to new challenges and diverse cultures every single day.
We believe that communication and collaboration are essential in our day-to-day business. Mutual respect and sincerity affect the atmosphere within our company and towards our customers and employees. You will join an organisation actively committed to our company core values: We Care. We Move. We Deliver.
You will have access to:
- A diverse and international work environment
- · Excellent career development opportunities, supported by a wide range of training and development courses
- Flexible working arrangements including hybrid work model: 3 days per week working at our office and 2 days per week working from home or remote
Recruitment Fraud Alert
Caring for People
September 11, 2024
We have recently become aware of fraudulent recruitment activities in which individuals or entities misrepresent themselves as Hapag-Lloyd Middle East Shipping LLC/UASC Limited. They offer fake job opportunities and demand payments for handling recruitment fees, certifications, travel expenses, or visa applications. Please note that Hapag-Lloyd Middle East Shipping LLC/UASC Limited does not charge any fees during the recruitment process, and all communications regarding job offers will come from official company channels. Do not respond to such fraudulent solicitations. You will only be contacted by Hapag-Lloyd HR if you have applied for an open position on our website.
