Customer Service Segmented Vertical Lead/ QSC North

3 miesięcy temu

Gdańsk, Polska Hapag-Lloyd Pełny etat

Customer Service Segmented Vertical Lead/ QSC North

Full Time Gdańsk, Polska Leadership Role 9/17/24

About Hapag-Lloyd
With a fleet of modern container ships and a total transport capacity of 11,9 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13, employees and offices in countries. Hapag-Lloyd has a container capacity of 11,9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of liner services worldwide ensure fast and reliable connections between more than ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2, employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.

We can offer you a position in Hapag-Lloyd Area North covering for 9 countries with a mixture of own offices and agencies. Area’s main office has been located in new modern premises at Alchemia in Gdańsk, hosting other international companies and providing an agile and diversified international environment, which fits well to the Hapag-Lloyd strategy. 

Your role would be to deliver the highest level of Customer Service quality to our customers in Area North by ensuring that strategic initiatives and daily tasks are completed in an efficient and professional manner in line with the company guidelines to support customer satisfaction.

Being customer centric - supporting a culture that encourages customer focus, individual development, efficiency, and collaboration to create the value for Customers as well as for Hapag-Lloyd.

Your main tasks:

·Manage, steer and support the Segmented Vertical Team entrusted

·Expertise in all topics related to Export, Import and documentation

·Drive performance within the team by promoting Quality promises and KPI deliverables

·Coach and develop staff, providing feedback and regular performance reviews

·Support staff with problem solving, providing guidelines monitoring the workload and case ques to ensure adequate coverage

·Identify training needs and ensure all team and functional training requirements are recorded and fulfilled

·Communicate new requirements, process and procedures to the staff

·Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable

·Identify and communicate areas of concern / proposals to enhance the current business processes to the Regional Customer Service / Business systems teams

·Participate or assist in the rollout and drive the usage of new and existing product and projects related to Customer Service offerings by HL

·Participate in cross-functional Area meetings, discussing solutions for daily internal problems involving other teams

·Handle customer escalations

·Uphold and ensure that all Hapag-Lloyd policies and procedures are followed and maintained

Requirements and Qualifications:

·Minimum 3 years of experience in a commercial role, preferably in the maritime sector

·University degree or equivalent

·Experience on the manager’s/ team-leader level - preferable

·Ability to handle in efficient and supportive way team of CS coordinators

·Receptive and be able to grasp new ideas and motivate oneself for personal development

·Result driven team player with a proactive attitude

·Ability to work under pressure

·Good time management skills

·Excellent communication skills

·Excellent command of written and spoken English

·Working knowledge of MS Office

At Hapag-Lloyd, we strive to create an inclusive environment where all people, regardless of their background, can thrive and contribute to our success. We encourage applicants from all walks of life to apply for our open positions, thus creating diversity and equal opportunities in the workplace and promoting inclusion.

Contact person

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