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.

Main Objective

  • To ensure high level of Customer Service efficiency is achieved and maintained within all areas of Region Asia, as well as increased Customer Service delivery to customers.
  • Promote and encourage cooperation and team work within the Areas, Regions and between departments in order to bench mark and adopt best practices. 

Function and Duties

  • Develop, monitor and analyze Customer Service Key Performance Indicators (i.e. Quality Promise) for the Areas and drive / provide recommendations for improvement measures
  • Support the improvement of customer defined benchmarks in the Areas
  • Support the regional Customer Service management with the implementation of process improvements/changes
  • Ensure timely information for Areas in regard to trade specific requirements and restrictions
  • Define and develop quality promises and digital targets, including customers in cooperation / consultation with the Areas
  • Support of documentation management and processes linked to documentation performance
  • Ensure Area’s receive appropriate technical performance and customer service training
  • Provide regular recognition and constructive feedback to Areas as and when required 
  • Ensure Hapag-Lloyd’s day to day customer service transactions are handled in a timely, accurate, and professional manner.
  • Continually review and upgrade procedures to enhance the level of service provided to external and internal customers. Promote work process simplification initiatives.
  • Implement standards and procedures to ensure Areas are providing timely, accurate and courteous responses to customer’s inquiries.
  • Assist Area staff in solving problems by providing facilitation, support and arranging appropriate training.
  • Develop an effective working relationship with the BSD department to jointly review and develop improvements in Customer Service processes. Job Description 2011
  • Visit key accounts to solve problems, facilitate improvements and provide support for Sales as and when required
  • Other duties as required from time to time as appropriate within the organization.

Additional Responsibilities: 

  • Promote ideas for work process simplification
  • Actively promote and participate in a customer focused team environment.
  • Provide cover and assistance to other roles when staff are unavailable
  • Other duties as required from time to time as appropriate.

Qualifications and Requirements

  • Tertiary education, preferably in Business/Commerce with excellent working experience in Customer Service required
  • Knowledge of HL Business Systems / Process knowledge and experience required
  • Good project management skills with emphasis on successful project completion
  • Ability to handle multiple priorities and work under pressure
  • Ability to develop solutions together with internal parties
  • Excellent analytical and trouble shooting skills
  • Strong Communications
  • Windows Office software including Word, Excel and Powerpoint

Contact person

Leonard Leong