Reports to Area Managing Director
Position Overview: To assure and improve the effectiveness of the customer service operation, while meeting and/or exceeding customer expectations. Consciously establishes a culture that encourages customer focus, individual development, efficiency, collaboration, and creates an environment for process improvements. Upholds and ensures that all Hapag-Lloyd policies and procedures are followed and maintained.
Key Responsibilities:
- Liaise with Area offices and clients to provide first class levels of customer service.
- Ensure that managers and staff are maintaining department standards, measures and key performance indicators (KPIs) for customer service, striving for consistent improvement.
- Coach and develop individual department managers and staff. Have regular performance reviews in line with company’s policy and Area Management requirement.
- Develop KPIs & OKRs to deliver on actionable insights for Customer Solutions teams as well manage day-to-day support to improve team performance and quality customer interactions
- Promote Digitalization and be the flag bearer of all digital initiatives to promote ease of doing business for customers.
- Assist managers with problem solving and provide guidelines regarding departmental and personnel related issues.
- Continually strive to reduce costs and create operational efficiencies within the Customer Service processes.
- Interact with the IT and BS department to resolve any system issue as they relate to Customer Service / Documentation areas.
- Assist local management in selection/hiring of staff.
- Strategically organize the Customer Solutions team to align resources and talent to meet organizational goals; includes hiring, coaching, retaining, and building internal career development to retain exceptional talent
- Maintain working knowledge of services as well as all governmental rules and regulations.
- Create an Area Office, QSC and GSC interdepartmental culture that encourages customer focus, efficiency,
- Work closely with other area Directors and managers on process improvement and communication flow.
- Ensure that all Customer Service deadlines are met.
- Maintenance and enforcement of Hapag-Lloyd’s Customer Service and documentation manuals.
- Monitor and maintain close contact with shared services in order to ensure customer service performance level is achieved.
- Drives changes in the department that enable the fulfillment of Hapag-Lloyd’s quality promises and delivery of superior value to our customers that in turn translates into high levels of customer satisfaction and high NPS results.
Qualifications:
- Vast experience in a shipping company or an adjacent industry.
- Proven leadership experience having successfully managed medium or large teams. Good ability to inspire and motivate people.
- Capability to fluently speak, read and write in English - any other additional languages such as French are a plus.
- High customer and results orientation coupled with outstanding communication skills.
- Knowledge of legal documents, international trade and business processes.
- Willingness to travel frequently.
Why Join Us:
- Be a part of a global leader in the logistics industry.
- Opportunity to make a significant impact on our business in a rapidly growing region.
- Work with a diverse and talented team of professionals.
If you meet the profile and are excited about the opportunity to contribute to Hapag-Lloyd’s success in West Africa, we encourage you to apply.
*** Disclaimer - Recruitment Fraud Alert 2025 ***
Caring for People
We have recently become aware of fraudulent recruitment activities in which individuals or entities misrepresent themselves as Hapag-Lloyd Middle East Shipping LLC or 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 or 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.
