Main Objectives of this position:
To ensure timely and effective customer support by coordinating issue resolution, managing customer inquiries, and fostering strong relationships between customers and internal teams for a seamless service experience.
Function and duties:
Customer Experience & Engagement:
Customer Education: Trained customers on ODEX to ensure smooth adoption and usage.
Proactive Communication: Responded promptly to customer inquiries, providing expert guidance.
Customer Feedback: Collected NPS feedback through proactive calls to improve services.
Import Expertise: Acted as a go-to resource for import-related queries and guidance.
Project & Process Engagement:
Team Collaboration: Worked with ODEX team to resolve issues and optimize platform performance.
Sales Support: Managed urgent email inquiries, ensuring swift case resolutions.
Training & Growth: Completed functional HIP training to stay aligned with company standards.
Process Improvement: Implemented new procedures and updates as communicated by management.
OBL Issuance & Documentation Management:
OBL Issuance & Acceptance: Managed OBL issuance, ensuring compliance for smooth releases.
Document Verification: Ensured all documents met requirements for efficient customer delivery.
Container Release: Printed delivery orders, made amendments, and updated the system quickly.
Local Stamping: Ensured mandatory document requirements were fulfilled before release.
Operational Excellence:
ODex Management: Provided SW Delivery Orders and checked payment approvals on ODEX.
Record Maintenance: Managed blank BL forms and ensured accurate data recording.
Delivery Instructions: Processed and updated delivery details in the FIS system.
Success Criteria for Position:
Able to work well with others and follow guidelines
Positive attitude
Receptive and be able to grasp new ideas and motivate oneself for personal development
Adaptability and Resilience
Very good command of written and spoken English
Masters in HR and Marketing
Design & Video Editing Creation
MS Office
FIS System Knowledge
Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.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.