Job Description

Overall, Job Purpose

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

• Develops an in-depth understanding of HL CS & Sales Blueprint structure, Export & Import processes, Invoicing, EDI and Reporting requirements. Possesses good knowledge of HL online products, value added services & premium services that may be offered for additional price / volume commitment.

• Understand the requirements of customers better and make first hands experience.

• Managing a small key accounts portfolio.

• Backup support for counter activities.

Job Specification - Key Accountabilities

• Proactively analyse case and phone statistics to identify opportunities of improvement, both

from customer / HL side.

• Handle escalations for all tasks related to Customer Service. Duly communicates local customs developments to responsible parties.

• Evaluates impact of local customs requirements to ensure compliance.

• Participate in cross-functional Area meetings, discussing solutions for daily problems involving

  other teams.

• Identify new customer requirements and present to management for acceptance.

• Act in the on boarding process for new customers, explaining Sales and Customer Service setup,

Quality Promises, e-business tools/OBL printing
(together with Digital Manager).

• Support Sales teams on Quality Promises and customer commitments.

• Performs root-cause analysis of repetitive problems / deviations

• Collaborate with cross functional teams to gather insights and address challenges in customer interactions.

• Contribute to continuous improvement efforts in customer service processes and procedures.

Mandatory Request you to please provide answers to the questions below as part of the shortlisting process (kindly attach your responses along with your resume).

• What experience do you have managing cross-functional coordination and ensuring timely task completion?
• What relevant achievements or results have you delivered in similar roles?
• What is your notice period or earliest available start date?

• University degree or equivalent
• Very Good command of written and spoken English language
• Strong Working Knowledge of MS Office
• Analytical and problem-solving skills with a solution-oriented approach
• Empathetic, reliable and motivated team player