Specialist Customer Solutions

Overview:

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

·        Engage with customers to resolve recurring issues or escalations and to enhance and foster positive customer experience and provide solutions to the customers in the area.

·        Contribute to the effectiveness of customer service operations and ensure the smooth flow of operations, by meeting and/or exceeding customer expectations.

Responsibilities:

·        Assist and understand the customers’ needs and requirements in Customer Solutions related matters to resolve recurring issues or escalations.

·        Foster customer relationships to drive satisfaction and deliver a consistently high Net Promoter Score.

·        Engage with customers, along with the digital team to accelerate digital adoption of new and existing digital tools through road shows, meetings. Collect customer feedback on product usage and provide feedback to the relevant stakeholders to propose digital product enhancements.

·        Liaise with internal stakeholders (i.e. Quality Service Center, Global Service Center, Business services desk, Business Administration, Digital, Sales, Area Country offices and area management, the regional teams) for Customer Service escalation management to ensure smooth flow of operations.

·        Actively participate in cross-functional Area meetings to formulate solutions for recurring issues. Ensure regulatory and local compliance within company frameworks and regulatory standards. Provide feedback to Regional Customer Service on area-related customer service processes to support continuous improvement.

·        Contribute to the planning, documentation, and execution of change management initiatives, including revisions to existing SOPs, implementation of new procedures, and operational transitions such as new office openings. Assist in the design, development, and documentation of Standard Operating Procedures (SOPs) governing Area Customer Service and Counter operations.

·        Arrange customer meetings and coordinate on root cause analysis and address issues externally as well as internally.

-        Conduct Quarterly Business Review meetings on service-related KPIs such as (Quality Promises on fast booking response, swift BL delivery, invoice accuracy, Case Management resolution  and dispute performance etc.) with the key customers in the area.

-        Conducing Voice of the Customer sessions in the area along with the QSC team to maintain positive customer relationships to achieve a satisfactory customer experience. Oversee the coordination and administrative support required for the effective organization of customer meetings.

·        Drive automation, optimization and digitalization initiatives to reduce manual workload and enhance  process efficiencies through solutions such as Macro,  BOT,  Tool enhancements etc.

·        Strong focus on reporting and project management:

-        Reporting and analysis of exceptions on country level using Salesforce, QlikView, QlikSense, FIS and other tools to identify Customer Service calls and case patterns to reduce calls and cases.

-        Monitor and analyzing data from Salesforce Case Management, key operational metrics related to booking, documentation, and counter handling, to ensure process efficiency and data accuracy.

-        Analyze the Quality Promises metrics to ensure their effective implementation and fulfillment through coordination with key stakeholders.

-        Revenue generating initiatives to identify new revenue potential and to facilitate & implement them with the approval of the management for boosting the revenue and to prevent revenue leakage.

-        Oversee the monitoring and analysis of waiver reports to evaluate revenue trends and support performance optimization.

·        Ensure structured documentation of the meetings by capturing discussions, decisions, and follow-up action points with relevant stakeholders through an online tracker.

·        Prepare impactful presentations and reports to facilitate informed decision-making and strategic dialogue at the management level including:

-        Presentations on data insights and performance developments related to revenue, Quality Promises (QPs), case management, and ongoing project status.

-        Updates on Quality Service Center and Area Customer Service performance developments.

-        Summarizing the performance, key initiatives, and major achievements within the Area during the fiscal year.

Qualifications:

·        University degree or equivalent in data science, IT, marketing, business or related field

·        Minimum 5 years of experience in Customer service and/ or customer solutions?

·        Industry experience would be preferred

·        Specialised technical knowledge and experience in digital tools and digitalisation

·        Knowledge of interactions with other functions: Sales, Customer Service

·        Excellent communication skills

·        Result and solution driven team player with a proactive attitude

·        Work independently to achieve set goals and deadlines.

·        Good time management skills

·        Very good command of written and spoken English

·        Working knowledge of MS Office

·        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

*** 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.