Hapag-Lloyd Customer Service Jobs in Tema
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Position Overview:
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.
Key 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 onboarding
- OBL Printing onboarding 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.
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Required Qualifications & Skills
- 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.
Why Join Us:
- Be a part of a global leader in the logistics industry.
- Opportunity to make a significant impact on our business in a rapidly growing region.
- Work with a diverse and talented team of professionals.
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