Senior Coordinator - Customer Solutions 6A

Overall Job Purpose

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd.

Job Specification - Key Accountabilities

• Participate in Customer Facing (F2F) meetings, joint visit with sales
• Proactively analyze case and phone statistics to identify opportunities of improvement, both from customer / HL side
• Handle escalations for all tasks related to Customer Service
• Support customers for inquiries in local language
• 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 in cross-functional Area meetings, discussing solutions for daily problems involving other teams
• Identify new customer requirements and present to management for acceptance
• Act in the on boarding process for new customers, explaining Sales and Customer Service setup, Quality Promises, e-business tools/OBL printing (together with Digital Manager)
• Support Sales teams on Quality Promises and customer commitments
• Performs root-cause analysis of repetitive problems / deviations
  
  
  

• University degree or equivalent
• Very good command of written and spoken English
• Working knowledge of MS Office
• Able to work well with others and follow guidelines
• Positive attitude
• Receptive and be able to grasp new ideas and motivate one’s self for personal development
  
  
  

• Care, Move, Deliver
• Positive attitude, can do attitude
• Proactive
• Energetic and good team spirit
• Enthusiastic
• Commitment to task
• High Integrity