Job Description

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

• Handle Customer phone calls
• Act as point of entry for Booking / Bills of Lading / Imports inquiries
• Know how of the booking process in the shipping cycle and answering booking related queries.
• End to end Imports cycle process
• Handle cases correspondence with customer on potential claim requests
• Act as point of entry for Bills of Lading inquiries
• Handle documentation exceptions and hard errors, acting proactively to resolve problems to guarantee the service delivery
• When required, handle B/L amendments for urgent cases
• Bill additional costs / fees to customer where applicable
• Process invoice amendments (reversals) received via e-mail
• Handle Bill of Lading releases requests (Telex release, certificates)
• Proactively acts to improve customs and documentation processes (e.g. monitoring of SI quality and time, revenue handling, customer profile)
• Build expertise in all topics related to Export Documentation
• Follow standard processes and new requirements as communicated by management
• Complete all functional HIP training timely
• Exclusively support BCO Segment

Skills

• Strong Attention to Detail: The ability to meticulously review and process shipping documents, ensuring accuracy and compliance with regulations and standards.
• Knowledge of Shipping Procedures: Familiarity with international shipping procedures, including documentation requirements, customs regulations, and transportation modes (e.g., air, sea, land).
• Documentation and Record-Keeping: Proficiency in creating, managing, and maintaining accurate and organized shipping documentation, such as bills of lading, customs forms, certificates of origin, and shipping invoices.
• Communication Skills: Excellent written and verbal communication skills to effectively interact with internal teams, external stakeholders (e.g., customs officials, freight forwarders), and customers. This includes the ability to convey complex shipping information clearly and professionally.
• Time Management: The ability to prioritize tasks, meet deadlines, and work efficiently in a fast-paced shipping environment where documentation requirements may vary.
• Problem-Solving and Analytical Skills: Aptitude for identifying and resolving documentation-related issues or discrepancies, such as incorrect shipping details, missing information, or regulatory non-compliance.
• Computer Proficiency: Competence in using relevant computer software and systems for documentation purposes, including shipping management software, databases, spreadsheets, and word processing applications.
• Multitasking and Adaptability: Capability to handle multiple shipping projects simultaneously, adapt to changing priorities, and manage workload effectively.
• Compliance and Regulatory Knowledge: Understanding of international trade regulations, import/export restrictions, and compliance standards to ensure adherence to legal requirements and mitigate risks.
• Teamwork and Collaboration: Ability to collaborate effectively with cross-functional teams, such as logistics, operations, and customer service, to facilitate smooth documentation processes and resolve issues collaboratively.
• Empathy and Patience: Dealing with customer concerns and frustrations requires empathy and patience. Customer service executives should have a compassionate and understanding approach, even in challenging situations, to build rapport with customers and provide effective solutions.
• Conflict Resolution: Dealing with customer complaints and conflicts is an important aspect of customer service. Executives should possess conflict resolution skills to handle challenging situations, remain calm under pressure, and find resolutions that satisfy both the customer and the company's policies.

• University degree or equivalent
• 4+ years of industry experience in transportation industry
• 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.