Supervisor Customer Service Invoicing

Responsibilities

The main responsibilities and tasks of the position are:

• Coach and develop staff, with regular performance reviews.
• Communicate new requirements, process and procedures to the staff.
• Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable.
• Identify training needs and ensure all team and functional training requirements are recorded and fulfilled.
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.
• Manage the Customer Service Support team in the day-to-day activities
• Act as point of entry for escalations to Customer Service Support Manager.
• Drive performance within the team by exceeding Quality promises and KPI deliverables.
• Monitor invoice accuracy and drive initiatives to reduce billing errors and rework.
• Manage complex invoice-related customer escalations and ensure timely resolution.
• Monitor and report team performance through invoicing KPIs and productivity metrics.
• Lead continuous improvement and automation initiatives within Invoice Handling processes.
• Ensure compliance with company policies, financial controls, and local regulatory requirements.

Qualifications

Requirements and Qualifications:

• University Degree, Business Administration, Foreign Trade, International Business Engineer or equivalent.
• Min 3 years experience in in shipping Industry and Foreign Trade.
• Proficient in MS-Office products (Excel, PowerPoint, Word)
• Advanced knowledge of English and Spanish
• Excellent written and verbal communication skills.
• Comprehensive knowledge of FIS and other Hapag-Lloyd systems.
• Results-oriented team player with a proactive and collaborative approach.
• Ability to work effectively under pressure and manage competing priorities.
• Strong goal and deadline orientation.
• Excellent time-management and organizational skills.
• Open and receptive to new ideas, with the ability to learn quickly and adapt to change.
• Self-motivated and committed to continuous personal and professional development.