Job Description

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

• Support customer enquiries in the local language, ensuring accurate and customer-friendly responses

• Promotion and adoption of new tools
• Participate in service improvement projects
• Improve and increase digital utilization with all customers

• Participate in customer-facing (F2F) meetings, including joint customer visits with Sales

• Manage and coordinate escalations across all Customer Service-related topics, ensuring timely resolution and clear communication

• Participate in and host RB calls, ensuring structured follow-up and action tracking

• Support onboarding of new customers by explaining Customer Service setup, Quality Promises, and available e-business tools

• Support Sales teams in delivering Quality Promises and meeting customer commitments

• Perform root-cause analysis for recurring issues and service deviations, and drive corrective/preventive actions

• Issue resolution with drive to reduce re-occurrence of repeat

• Provide after-hours duty support when required

In addition to the responsibilities outlined above, the employee may be required to perform other ad hoc duties reasonably associated with the role as may be assigned by management from time to time

• Very good command of written and spoken English

• Proficient in Microsoft Office (MS Office)

• Strong team player , able to collaborate effectively and adhere to established guidelines and procedures

• Positive, proactive attitude

• Demonstrate openness to new ideas , quickly grasp new concepts, and remain self-motivated with a strong commitment to continuous personal development

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.

Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.

When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.

We believe that every exploration is a chance to grow, and every port is a place to belong.