CS MANAGER

Position Overview - 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

Key Responsibilities

•   Participate in Customer Facing (F2F) meetings, joint visit with sales, QBR’s
•   Escalated issue resolution as defined by QSC or raised during QBR’s with customer’s, that may require a change in customers’ behaviour or HL process handling (i.e. not pertaining to any specific issue with a current shipment)
•   Together with Sales and Digital Managers, coordinates the on boarding process for new customers
•   Explains Sales & Customer Service setup, dial in numbers for issue resolution, one mailbox for case resolution etc.
•   Explain HL standard product and our commitment on Quality Promises
•   E-Biz Tools promotion, training and on boarding
•   OBL Printing on boarding and setup (Support coordination among customer RCS, BDS and MTD team in Hamburg)
•   Support customers for inquiries in local language
•   Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams
•   Understands customer’s supply chain / process requirements and present to management for acceptance
•   Handles customs activities requiring local language and/or visits
•   Internal and external point of entry for customs matters, across all area departments
•   Duly communicates local customs developments to responsible parties
•   Evaluates impact of local customs requirements to ensure compliance
•   Participate and support the global/regional projects related to Customer Service
•   Assist in the rollout and drive the usage of new and existing product offerings by HL
•   Support and mentor counter team for managing following tasks related to payment postings, container releases, local document stamping, OBL issuance and acceptance, BL amendments in urgent cases.

Qualifications

•    Excellent communication skills 
•    Comprehensive knowledge of FIS and other HL systems 
•    Working knowledge of MS Office
•    Result driven team player with a proactive attitude
•   Minimum 3-5 years’ experience in a commercial role, preferably in the maritime sector
•    Goal and deadline driven
•    Good time management skills
•    Receptive and be able to grasp new ideas and motivate oneself for personal development

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.