Job Description

Main Objective:

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

Main Tasks:

• Serve as the first point of contact for walk-in customers, freight forwarders, transporters, and other stakeholders visiting the customer service counter.

• Provide prompt and professional assistance to customers, resolving queries where possible and escalating complex issues to the appropriate department.

• Process the issuance and acceptance of Bills of Ladings in accordance with company policies and procedures.

• Verify customer payment confirmations received through approved payment channels before releasing cargo or documents.

• Process Delivery Order (DO) issuance, including printing, amendments, and immediate updates in the customs system whenever required.

• Verify all documents presented at the counter to ensure they are complete, accurate, and compliant with the Agent's Manual and internal procedures, enabling timely document release.

• Ensure all mandatory operational, documentation, compliance, and financial requirements are fulfilled prior to releasing Original Bills of Lading or Delivery Orders.

• Identifying outstanding and coordinating with relevant teams to ensure timely recovery.

• Maintain and control the inventory of blank Bill of Lading stationery in accordance with company procedures, including stock used for customer-premises OBL printing facilities as well as container seals.

• Process urgent Bill of Lading amendments within agreed service levels while ensuring compliance with documentation standards.

• Handle the release of Export Freight Invoices and ensure all prerequisites have been fulfilled.

• Respond to customer emails and counter-related requests within the defined turnaround time (TAT).

• Promote digital solutions by encouraging customers to use online payment platforms, electronic Bills of Lading (eBL), self-service portals, and other digital channels whenever applicable.

• Maintain accurate records of all counter transactions and ensure compliance with company policies, local regulations, and internal Standard Operating Procedures (SOPs).

• Coordinate closely with Finance, Documentation, Operations, Equipment Control, and Customer Service teams to facilitate smooth cargo and document release.

• Contribute to a positive customer experience by delivering courteous, efficient, and solution-oriented service while minimizing customer waiting time.

Special Tasks:

• Cross-trained to support multiple counter functions, including Import Delivery Order (DO) issuance, Import DO validity extensions, and Freight Invoice release.

• Process the switching of Bills of Lading (B/L) in accordance with company procedures and approval requirements.

• Issue Vessel Certificates upon customer request and after verification of supporting documentation.

• Process Import Delivery Order (DO) validity amendments in line with operational and customer requirements.

• Provide operational support during vessel arrivals, peak business periods, and service disruptions, which may require extended working hours.

• Support other counter and customer service activities as assigned to ensure business continuity and maintain agreed service levels.

• Conduct half-yearly customer satisfaction surveys and support the analysis of feedback to identify improvement opportunities.

• University degree or equivalent.

• 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 one’s self for personal development.