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.
Responsibilities:
Participate in Customer Facing (F2F) meetings, joint visit with sales, QBR’s
Escalated issue resolution as defined by QSC or raised during QBR’s with customer’s, that may require a change in customers’ behaviour or HL process handling (i.e. not pertaining to any specific issue with a current shipment)
Together with Sales and Digital Managers, coordinates 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 product and our commitment on Quality Promises
E-Biz Tools promotion, training and on boarding
OBL Printing on boarding and setup (Support coordination among customer RCS, BDS and MTD team in Hamburg)
Support customers for 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
Assist in 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.
Requirements:
University degree or equivalent
Minimum 5 years’ experience in a customer service role, preferably in the maritime sector
Excellent communication skills
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 one’s self for personal development
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