Main Objectives of this position:
• Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
• Monitor workload across contact center, EDI and case queues to ensure adequate coverage Manage the Segmented Vertical team in the day-to-day activities
• Act as point of entry for escalations to Customer Service Manager
Function and duties:
• Expertise in all topics related to Export and Import
• Drive performance within the team by exceeding Quality promises and KPI deliverables Coach and develop staff, with regular performance reviews.
• Communicate new requirements, process and procedures to the staff Support staff with problem solving.
• Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable
• Identify training needs and ensure all team and functional training requirements are recorded and fulfilled.
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.
• Handle customer escalations.
Qualifications and Technical Job Requirements:
- University degree or equivalent
- Minimum 3 years’ experience in a commercial role, preferably in the maritime sector
- Excellent communication skills
- Comprehensive knowledge of FIS and other HL systems Working knowledge of MS Office
- Result driven team player with a proactive attitude Ability to work under pressure.
