Job Description

Hapag-Lloyd is a leading global liner shipping company, having its head quarter in Hamburg, Germany, operating 302 modern ships and transports about 13.5 million TEU (Twenty-foot Equivalent Unit) per year. The company presently has around 19,600 motivated employees in 396 offices in 139 countries. Hapag-Lloyd offers a fleet with a total capacity of 2.5 Million TEU, as well as a container stock of approximately 3.6 million TEU including one of the world’s largest and most modern reefer container fleets. A total of 133 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents.

Hapag-Lloyd has a history of over 175 years, having been founded in the year 1847. Hapag-Lloyd is a financially stable company and is publicly listed on the Frankfurt, Germany stock exchange.

• Manage end-to-end customer service delivery for a dedicated (ring-fenced) customer portfolio
• Monitor, analyze, and improve customer service KPIs and performance outcomes
• Drive cross-functional collaboration to resolve operational and service issues
• Lead customer engagement activities (customer visits, weekly/monthly reviews)
• Own escalation management and service recovery across relevant functions/verticals
• Identify and drive service improvement initiatives to enhance customer experience

Key tasks

• Review customer survey results and implement action plans to improve customer satisfaction
• Coach, develop, and motivate team members; conduct regular performance reviews
• Communicate new requirements, processes, and procedures to the team and ensure adoption
• Review and balance workload across the team to ensure effective service delivery
• Promote Hapag-Lloyd standards and ensure local manuals/guidelines are documented and maintained where applicable
• Identify training needs and ensure all functional training requirements are recorded and completed
• Participate in and support global/regional customer service projects and initiatives
• Contribute to cross-functional meetings to address daily operational challenges and implement solutions

Requirements and Qualifications:

• University degree or equivalent qualification
• Minimum 7 years of professional experience (shipping/logistics/maritime preferred)
• Minimum 3 years in a managerial role leading a customer service team of 10+ people
• Strong communication and stakeholder management skills
• Results-driven, proactive, and collaborative leadership style
• Strong analytical skills with the ability to perform root-cause analysis, present insights, and drive continuous improvements.
• Ability to work under pressure and manage competing priorities
• Strong time management; goal- and deadline-driven
• Commitment to continuous learning and personal development
• Strong customer service experience (any industry) is mandatory
• Shipping/maritime/forwarding experience is an advantage but not required
• Flexibility to work adjusted hours when required by customer or country needs

Technical Skill sets

• Proficient in Microsoft Office (especially Excel and PowerPoint)

• Project management experience is an advantage but not required

• Experience with CRM tools is an advantage

Language – Excellent written and spoken English