Job Description

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

• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Manage customs-related activities, acting as the key point of contact for internal and external customs matters, while ensuring compliance with local regulations and communicating updates to stakeholders.
• Handle documentation processes including OBL issuance, amendments, delivery order (DO) processing, container release, and verification of documents in line with agent manuals and local requirements.
• Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
• Perform daily payment postings, monitor cash outstanding, and identify missed collections.
• Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
• Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis for recurring issues.
• Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
• Identify new customer requirements and propose improvements to management.
• Support Sales on customer commitments and service quality delivery.
• Ensure timely and proactive responses to emails and customer communications.
• Maintain blank BL form stationery records in line with process requirements for OBL printing at customer premises.
• Process urgent BL amendments when required.
• Demonstrate proactiveness in responding to daily emails and customer requests.

• University degree, Diploma 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

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.