Customer Service Lead

1 dzień temu

Gdańsk, Pomerania, Polska Hapag-Lloyd Pełny etat
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 have around 13,000 employees and offices in over 100 countries.

Job Description

We are seeking a highly skilled Customer Service Lead to join our team in Area North. As a key member of our team, you will be responsible for delivering exceptional customer service to our clients in the region.

Your main tasks will include:

  • Managing and steering the Segmented Vertical Team
  • Providing expertise in all topics related to Export, Import, and documentation
  • Driving performance within the team by promoting Quality promises and KPI deliverables
  • Coaching and developing staff, providing feedback and regular performance reviews
  • Supporting staff with problem-solving, providing guidelines, and monitoring workload and case queues to ensure adequate coverage
  • Identifying training needs and ensuring all team and functional training requirements are recorded and fulfilled
  • Communicating new requirements, processes, and procedures to the staff
  • Promoting the application of HL standards and ensuring the documentation of local manuals and guidelines, where applicable
  • Identifying and communicating areas of concern/proposals to enhance current business processes to the Regional Customer Service/Business systems teams
  • Participating or assisting in the rollout and driving the usage of new and existing product and projects related to Customer Service offerings by HL
  • Participating in cross-functional Area meetings, discussing solutions for daily internal problems involving other teams
  • Handling customer escalations
  • Upholding and ensuring that all Hapag-Lloyd policies and procedures are followed and maintained
Requirements and Qualifications

To be successful in this role, you will need:

  • 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 a team of CS coordinators in an efficient and supportive way
  • Receptive and 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
About Us

Hapag-Lloyd is committed to creating 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.

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