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.

Purpose

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd

Scope

  • Handle Billing process : ensure that invoices are accurate before sending it to credit customers and the Billing process is correct with each of customers requirement.
  • Analysis and find solutions : perform root-cause Analysis of repetitive and resolve in process issues and problems.
  • Deliver quality service to customer : educate and promote the online products to customers.
  • Support and coordinate with sale / digital colleagues as required regarding clarifications on quality promises  and customer commitment.

Responsibilities

  • Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
  • Develops an in-depth understanding of HL CS & Sales Blueprint structure, Export & Import processes, Invoicing, EDI and Reporting requirements. Possesses good knowledge of HL online products, value added services & premium services that may be offered for additional price / volume commitment.
  • Resolve repetitive process issues as defined by CS SV teams / QSC or raised during QBR’s with customer, that may require a change in customers’ behaviour or HL process handling (i.e. not pertaining to any specific issue with a current shipment)
  • Participate in F2F meetings with customers together with sales execution colleagues as required to assess customer complaints / repetitive issues. Local language proficiency required.
  • Proactively analyze case and phone statistics to identify opportunities of improvement, both from customer / HL side
  • Together with Sales and Digital Managers, coordinate the on boarding process for new customers
  1. Explains Sales & Customer Service setup, dial in numbers for issue resolution, one mailbox for case resolution etc.
  2. Explain HL standard product and our commitment on Quality Promises
  3. E-Biz Tools promotion, training and on boarding (together with Digital Manager)
  4. OBL Printing on boarding and setup (together with Digital Manager)
  • Support Sales teams as required regarding clarifications on Quality Promises and customer commitments
  • Performs root-cause analysis of repetitive problems / deviations to agreed processes and propose actions to improve and/or close gaps
  • Participate in cross-functional Area meetings, with the aim of improving service levels towards our customers and interaction with other HL teams
  • Be the point of entry for all customs related matters for internal and external parties
  1. Handles customs activities requiring local language and/or visits
  2. Duly communicates local customs developments to responsible parties
  3. Evaluates impact of local customs requirements to ensure compliance

Counter Handling:

  • Performs time to time export & import counter functions including but not limited to:
  1. Export OBL issuance and acceptance
  2. Import Container/ Delivery order release tasks
  3. Payment postings in HL systems
  4. Local document stamping
  5. BL amendments (urgent cases)
  • Will work with and across the customer service department on various tasks/duties to achieve greater efficiencies while operating within company guidelines and with a customer focus
  • Required to work closely with internal QSC-KUL Customer Service Team

Requirements

  • University Degree in Business , Logistics (or similar field of study) or equivalent experience in the maritime industry resp. a combination of education and experience
  • At least 3-5 years of work experience in shipping industry. Seniority of job title will be accorded in relation to experience and competence.
  • Good command of user application systems (FIS, MS Office)
  • Vietnamese Speaker with proficiency in English Language to handle customer F2F interactions
  • Proactive manner and distinctive goal orientation
  • Conflict resolution skills and assertiveness
  • Structured and organized working style
  • Team Player
  • Analytical and creative thinking skills

Contact person

Leonard Leong