Customer Service Senior Manager (SHIPPING)

Main Objectives of this position:

• Maximize productivity and minimize penalties to ensure a positive working environment. Ensures that
  customers of the dedicated Segmented Vertical Customer Service team are served in a timely and
  professional fashion in order to grow and maintain the account base.
• Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for
  Hapag-Lloyd.

Function and duties:

• Expertise in all topics related to Export and Import of the dedicated CS team.
• Holds responsibility for performance of the dedicated Segmented Vertical Customer Service teams.
• Guides, coaches and supports the Customer Service department
• Develops and conducts regular performance reviews (CSB, CSD and CSI)
• Oversees the Customer Experience Survey (CES) process.
• Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information
  given to the account base is accurate
• Be updated on all system changes and ensures that staff is accordingly aware of the changes
• Develops new business processes for smoother workflows
• Monitors and measures workload to ensure best process is in place
• Assists staff with trouble shooting issues and handles elevated customer problems
• Provides training for staff on new systems, regulations and requirements
• Makes certain that all departmental and functional training requirements are fulfilled
• Oversees the utilization of the Process Exception Advice System (PEA) to highlight potential training issues
  or process faults
• Acts as liaison with Customs and governmental agencies
• Ensures consistent application of Hapag-Lloyd policies to all personnel actions
• Run reports to monitor KPI
• Participate and support the global/regional projects related to Customer Service.
• Support end users on systems and process issues
• Communicate with CUS team to assure specific customers’ account are handled appropriately
• Coordinates with terminal operations to assure efficient and effective handling of shipments
• Communicates with world-wide offices to track shipments
• Works closely with all departments to assure specific customers’ needs are handled appropriately
• Maintains up-to-date knowledge of all services that HL offer
• Ensures that any and all documentation required for a shipment is received in a timely manner.
• Coach and develop staff, with regular performance review
• Review the workload among the team to ensure effectiveness of delivery

Supporting Tasks:

• Acts in the performance of Super User responsibilities
• Provide First level support to users in the areas
• Distribution of knowledge in the area
• Identify training needs
• Trainer
• Conduct refresher trainings as needed
• Conduct follow up sessions after WBTs, according to the respective training concepts
• Participate/coordinate PWG (process working groups) meetings and follow up on action items
• UAT local coordination during FIS releases
• Intra-regional networking – exchange of ideas with Regional BSD and Super Users in other areas
• Constant search for process and system improvements

Other Assignments:

• Support Projects roll out
• Participate as project experts as required