Description:
Are you passionate about delivering exceptional customer experiences and driving value? At Hapag-Lloyd, we're looking for a dedicated Supervisor Customer Service to elevate our service quality and make a meaningful impact. In this role, you'll master our Customer Service & Sales Blueprint, oversee Export & Import processes, and excel in invoicing and reporting. You'll also become an expert in our online products and premium services, ensuring our customers receive the best solutions tailored to their needs. If you're ready to blend expertise with innovation and contribute to both customer satisfaction and our company's success, we want to hear from you!
Responsibilities
- Participate in Customer Facing (F2F) meetings, joint visit with sales, QBRs with customers for providing customer solutions.
- Issue Resolution on the basis of internal or customer escalation raised during meeting that may require a change in customers’ behaviour or HL process handling for addressing recurring issues.
- Look out for continuous process improvement, digitalization and automation initiatives for enhancing customer experience.
- Together with Sales and Digital Managers, coordinates the on boarding process for new customers.
- Explain HL standard products, processes and our commitment on Quality Promises to customers.
- Promotion of E-Biz and Digital Tools , training and on boarding.
- Participate in cross-functional Area meetings, coordination with internal departments, region and head quarter including customer experience, sales, operations , IT/BSD team, Legal and finance teams for discussing and implementing solutions.
- Support customers for inquiries in local language.
- Understands customer’s supply chain / process requirements and be able to present proposal to management for acceptance of new practice or process.
- Handles customs activities requiring local language including visits to customs and local authorities.
- Internal and external point of entry for customs matters.
- Evaluate and duly communicates with local customs and responsible parties to ensure compliance.
- Participate in and support the global/regional projects related to Customer Service.
- Assist in the rollout and drive the usage of new and existing product offerings by HL.
- Support and mentor counter team for managing tasks related to payment postings, container releases, local document releases and acceptance.
- Measure and track performance for CS KPIs on the basis of Reporting and Analytics.
Successful criteria for this position:
- University degree or equivalent
- Minimum 5 years’ experience in a commercial role, preferably in the maritime sector
- Excellent communication skills
- Ideally comprehensive knowledge of FIS and other HL systems or comfortable to learn working with different systems and software used in the company
- 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