Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
Monitor workload across contact center, EDI and case queues to ensure adequate coverage Manage the Segmented Vertical team in the day-to-day activities
Act as point of entry for escalations to Customer Service Manager.
Expertise in all topics related to Export and Import
Drive performance within the team by exceeding Quality promises and KPI deliverables Coach and develop staff, with regular performance reviews.
Communicate new requirements, process and procedures to the staff Support staff with problem solving.
Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable
Identify training needs and ensure all team and functional training requirements are recorded and fulfilled.
Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.
Handle customer escalations.
Qualifications and Technical Job Requirements:
University degree or equivalent
Minimum 3 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.
