Overall Job Purpose
- Ensure the highest level of quality when interacting with our customers, be customer-oriented and create value for customers as well as for Hapag-Lloyd and also responsible for delivering overall individual and Area target.
- 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 commit.
- Overall ambition is to drive process and customer experience excellence for Central India customers in line with Quality promises and Strategy 2030.
Job Specification - Key Accountabilities
- Support, coach and mentor Central India CUS and counter team.
- 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.
Qualifications and Technical Job Requirements
- University degree or equivalent.
- 10 years of experience in the maritime industry or equivalent combination of education and experience.
- Experience in Customer Service and/or Functions functions.
- Advanced negotiation, decision-making and presentation skills, self-confident and friendly when dealing with others.
- Demonstrated strong listening, verbal and written communication skills.
- Self-starter, self-motivated, resourceful, and responsive.
- Demonstrated ability to multi-task, set priorities, organize work and implement action items.
- Analytical skills.
- Ability to work effectively in a team environment and good interpersonal skills.
- Comprehensive knowledge of user application systems (FIS, CRM, COMPASS, MS Office)
- Fluent in English.
Competencies and Values
Hapag-Lloyd Values / Behaviors
- Care, Move, Deliver
- Positive attitude can do attitude.
- Proactive
- Energetic and good team spirit
- Enthusiastic
- Commitment to task
- High Integrity
