(Shipping) Customer Service, Senior Manager

- Expertise in all topics related to Export and Import of the dedicated CS team.

- Holds responsibility for performance of the dedicated Segmented Vertical Customer Service teams.

- Guides, coaches and supports the Customer Service department

- Develops and conducts regular performance reviews (CSB, CSD and CSI)

- Oversees the Customer Experience Survey (CES) process.

- Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information given to the account base is accurate

- Be updated on all system changes and ensures that staff is accordingly aware of the changes

- Develops new business processes for smoother workflows

- Monitors and measures workload to ensure best process is in place

- Assists staff with trouble shooting issues and handles elevated customer problems

- Provides training for staff on new systems, regulations and requirements

- Makes certain that all departmental and functional training requirements are fulfilled

- Oversees the utilization of the Process Exception Advice System (PEA) to highlight potential training issues or process faults

- Acts as liaison with Customs and governmental agencies

- Ensures consistent application of Hapag-Lloyd policies to all personnel actions

- Run reports to monitor KPI

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

- Support end users on systems and process issues

- Communicate with CUS team to assure specific customers’ account are handled appropriately

- Coordinates with terminal operations to assure efficient and effective handling of shipments

- Communicates with world-wide offices to track shipments

- Works closely with all departments to assure specific customers’ needs are handled appropriately

- Maintains up-to-date knowledge of all services that HL offer

- Ensures that any and all documentation required for a shipment is received in a timely manner.

- Coach and develop staff, with regular performance review

- Review the workload among the team to ensure effectiveness of delivery

Supporting Tasks

- Acts in the performance of Super User responsibilities

- Provide First level support to users in the areas

- Distribution of knowledge in the area

- Identify training needs

- Trainer

- Conduct refresher trainings as needed

- Conduct follow up sessions after WBTs, according to the respective training concepts

- Participate/coordinate PWG (process working groups) meetings and follow up on action items

- UAT local coordination during FIS releases

- Intra regional networking – exchange of ideas with Regional BSD and Super Users in other areas

- Constant search for process and system improvements

Other Assignments

- Support Projects roll out

- Participate as project experts as required

- University degree / Diploma with minimum 8-10 years of experience in Maritime industry or equivalent

combination of education and experience

- Abe to communicate effectively with external and internal stakeholders

- Ability to lead and manage a team with min. 5 years of leading direct reporting team

- Analytical with good problem solving skills. Recognizes and attends to multiple facets in issues and

problems.

- Makes sound decisions in ambiguous situations not covered by explicit rules by applying general principles

and guidelines.

- Critical decision making to meet with changing business environment or new information.

- Monitors and measures workload to ensure best process is in place

- Receptive and be able to grasp new ideas and motivate one’s self for personal development