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.
• Participate in Customer Facing (F2F) meetings, joint visit with sales, Customer relationship building
• Escalated issue resolution as defined by Quality Service Center or raised during Customer relationship building meetings, 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, coordinate 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 products and our commitment to Quality Promises
• E-Biz Tools promotion, training and onboarding
• OBL Printing on boarding and setup (Support coordination among customer RCS, BDS and MTD team in Hamburg)
• Support customers in 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
• Identify and own process improvements/simplification projects in coordination with area/regional teams
• Own 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.
• 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.
Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.