Customer Service Segmented Vertical Lead/ QSC North

4 tygodni temu


Gdańsk, Pomerania, Polska TN Poland Pełny etat

Job Title: Customer Service Segmented Vertical Lead/ QSC North

About Hapag-Lloyd

Hapag-Lloyd is a leading liner shipping company with a fleet of modern container ships and a total transport capacity of 11.9 million TEU.

We are seeking a Customer Service Segmented Vertical Lead 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 efficiently and professionally.

Responsibilities:
  1. Manage, steer and support the Segmented Vertical Team entrusted to ensure excellent customer service.
  2. Expertise in all topics related to Export, Import and documentation is required.
  3. Drive performance within the team by promoting Quality promises and KPI deliverables.
  4. Coach and develop staff, providing feedback and regular performance reviews.
  5. Support staff with problem-solving, providing guidelines monitoring the workload and case queues to ensure adequate coverage.
  6. Identify training needs and ensure all team and functional training requirements are recorded and fulfilled.
  7. Communicate new requirements, processes, and procedures to the staff.
  8. Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable.
  9. Identify and communicate areas of concern / proposals to enhance the current business processes to the Regional Customer Service / Business systems teams.
  10. Participate or assist in the rollout and drive the usage of new and existing products and projects related to Customer Service offerings by HL.
  11. Participate in cross-functional Area meetings, discussing solutions for daily internal problems involving other teams.
  12. Handle customer escalations.
Requirements and Qualifications:
  1. Minimum 3 years of experience in a commercial role, preferably in the maritime sector.
  2. University degree or equivalent is required.
  3. Experience on the manager's/team-leader level - preferable.
  4. Ability to handle in an efficient and supportive way a team of CS coordinators.
  5. Receptive and able to grasp new ideas and motivate oneself for personal development.
  6. Result-driven team player with a proactive attitude.
  7. Ability to work under pressure.
  8. Excellent command of written and spoken English.
  9. Working knowledge of MS Office.
We Offer:

An inclusive environment where all people can thrive and contribute to our success.

A diverse and equal opportunities workplace.



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