Customer Solutions Manager at Hapag-Lloyd AG

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. Also to maximize productivity and minimize penalties on the job.

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 customers, that may require a change in customers’ behavior 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.
• Prepare and submit Internal Control Check Lists
• Conflict management / resolution
• Identifying areas of development and training staff to their job requirement

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.

Success Criteria

• Able to multitask
• Courage to make decisions and accepting responsibility
• Drive customers and team attitude
• Capacity to support and Inspire
• Result Oriented
• Open and honest attitude
• Willingness to work overtime and to be on standby