Job Description

To deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd. Also to help develop 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.

• Participate in Customer Facing (F2F) meetings, joint visit with sales, Customer relationship building

• Escalated issue resolution as defined by Quality Service Center or raised during Customer relationship building meetings, with customers, that may require a change in customers’ behavior or HL process handling (i.e. not pertaining to any specific issue with a current shipment)

• Together with Sales and Digital Managers, coordinate the on boarding process for new customers

  • Explains Sales & Customer Service setup, dial in numbers for issue resolution, one mailbox for case resolution etc.

  • Explain HL standard products and our commitment to Quality Promises

  • E-Biz Tools promotion, training and onboarding

  • OBL Printing on boarding and setup (Support coordination among customer RCS, BDS and MTD team in Hamburg)

• Support customers in inquiries in local language

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

• Understands customer’s supply chain / process requirements and present to management for acceptance

• Handles customs activities requiring local language and/or visits

  • Internal and external point of entry for customs matters, across all area departments

  • Duly communicates local customs developments to responsible parties

  • Evaluates impact of local customs requirements to ensure compliance

• Participate and support the global/regional projects related to Customer Service

• Identify and own process improvements/simplification projects in coordination with area/regional teams

• Own the rollout and drive the usage of new and existing product offerings by HL

• Support and mentor counter team for managing following tasks related to payment postings, container releases, local document stamping, OBL issuance and acceptance, BL amendments in urgent cases.

• University degree or equivalent

• Minimum 5 years’ experience in a commercial role, preferably in the maritime sector

• Excellent communication skills

• Comprehensive knowledge of FIS and other HL systems

• Working knowledge of MS Office

• Result driven team player with a proactive attitude

• Ability to work under pressure

• Goal and deadline driven

• Good time management skills

• Receptive and be able to grasp new ideas and motivate oneself for personal development

• Strong analytical mindset with a hands-on, execution-driven approach.

• Ability to synthesize data and derive actionable insights.

• Comfortable communicating with cross-functional teams and aligning diverse stakeholders.

• High levels of energy and empathy with a can-do attitude

• Structured, self-driven, and able to manage multiple streams of work.

• Passion for continuous improvement and process enhancement.

With a fleet of 313 modern container ships and a total transport capacity of 2.5 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 14,000 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.7 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 133 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 21 terminals in Europe, Latin America, the United States, India and North Africa. Around 3,000 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.