Coordinator Customer Service

To meet the KPI and Quality targets as defined by the Country and with special focus on the HL Strategy 2030. Responsible to co-ordinate, analyze and implement Customer Service processes, requirements, and productivity and to ensure customer satisfaction by aiding, information, and support to customers.

Responsibilities

• MTD printing, payment collection and MTD release
• Assisting with Debtors recoveries
• Printing, checking, and releasing of Bills of Ladings and updating FIS with released OBL and telex instructions.
• Clarify all customer queries.
• Liaise with finance department for Banking of cheques and outstanding invoices and assit with Debtors recoveries.
• Following up with customs for auction documents and state authorities.

To assist with below QSC functions when the need be.

• Monitoring/action on uncleared containers
• Transmit manifest to all relevant authorities Process customs amendment for customers.
• Provide customers with shipping details
• Communicate with customer in case of exception handling of shipments
• Handle export issues with State Authorities

Qualifications

University Degree (BA, International Commerce)
Understanding of most relevant Customer Service-related processes
Practical knowledge of HL e-biz
Structured and efficient working approach
Good communication skills.
Conflict resolution skills and assertiveness
Good HL system knowledge (especially FIS, Compass, QV) or ability to learn fast Trained use of MS Office (PPT, Word, Excel)
Good command of spoken and written English
Team player

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 139 countries, 396 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 19,600 colleagues working across borders, functions and cultures, to not only 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.

• Competitive remuneration in line with the local market and company guidelines.
• Medical insurance coverage.
• Group life insurance.
• Annual leave in accordance with applicable local legislation and company policy.
• Annual bonus/incentive opportunity, subject to company and individual performance and applicable company guidelines.
• Opportunities for professional development and continuous learning.
• Exposure to an international working environment and collaboration with colleagues across the Hapag-Lloyd global network.
• Employee engagement and well-being initiatives.
• Recognition programs and opportunities to participate in company-wide and local activities.
• A supportive and inclusive working environment.
• Opportunities for internal mobility and career development within Hapag-Lloyd.