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.

Coordinator Customer Solutions

Main Objectives of this position:
To ensure timely and effective customer support by coordinating issue resolution, managing customer inquiries, and fostering strong relationships between customers and internal teams for a seamless service experience.

Function and duties:
•    Customer Experience & Engagement:
•    Customer Education: Trained customers on ODEX to ensure smooth adoption and usage.
•    Proactive Communication: Responded promptly to customer inquiries, providing expert guidance.
•    Customer Feedback: Collected NPS feedback through proactive calls to improve services.
•    Import Expertise: Acted as a go-to resource for import-related queries and guidance.
•    Project & Process Engagement:
•    Team Collaboration: Worked with ODEX team to resolve issues and optimize platform performance.
•    Sales Support: Managed urgent email inquiries, ensuring swift case resolutions.
•    Training & Growth: Completed functional HIP training to stay aligned with company standards.
•    Process Improvement: Implemented new procedures and updates as communicated by management.
•    OBL Issuance & Documentation Management:
•    OBL Issuance & Acceptance: Managed OBL issuance, ensuring compliance for smooth releases.
•    Document Verification: Ensured all documents met requirements for efficient customer delivery.
•    Container Release: Printed delivery orders, made amendments, and updated the system quickly.
•    Local Stamping: Ensured mandatory document requirements were fulfilled before release.
•    Operational Excellence:
•    ODex Management: Provided SW Delivery Orders and checked payment approvals on ODEX.
•    Record Maintenance: Managed blank BL forms and ensured accurate data recording.
•    Delivery Instructions: Processed and updated delivery details in the FIS system.

Qualifications and Technical Job Requirements:

•  University Degree of equivalent 

•   Ability to think strategically and to lead
•   A team player and having the ability to work collaboratively
•  Strong client-facing and communication skills

Success Criteria for Position:

•    Able to work well with others and follow guidelines 
•    Positive attitude
•    Receptive and be able to grasp new ideas and motivate oneself for personal development
•    Adaptability and Resilience
•    Very good command of written and spoken English

Recruitment Fraud Alert

Caring for People

Jan, 2025

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.

Contact person

shereen ashraf