Manager, Customer Service
3 일전에
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world's leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations. PurposeDeliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-LloydMonitor workload across contact center, EDI and case queues to ensure adequate coverageAchieve a common company goal and given KPI through efficient team managementCustomer Service:Deliver quality service to customersMeet CS KPIs - Quality Promises + CC/CC KPIsMaximize work efficiency with regular process reviews and reliable staff assignment/controlNon-Customer Service:Active and continuous support for setting into a wide range of digital productsPerforming various projects deliveredResponsibilitiesDrive performance for the team and members to meet Sales force KPI and Quality promises KPICoach and develop staff, with regular performance reviews, as well as new requirements, process and procedures for the staff and team (incl. training requirements, info shares)Support staff on daily jobs incl. problem solving and customer escalation s casesReview customer survey results and implement measures to improve customer satisfactionParticipate in cross-functional Area meetings, discussing solutions for daily problems involving other teamsReview customer survey results and implement measures to improve customer satisfactionEstimate partitioning of time:40% monitoring and supporting daily communications incl. problem solving, sharing info20% monitor KPIs20% monitor and improve process and handle project development (Incl Digital issues)20% staff management and developmentRequirementsMinimum 5 years' experience in a commercial role, preferably in the maritime sectorExcellent communication skills both English and JapaneseComprehensive knowledge of FIS, Sales Force and other HL systemsResult driven team player with a positive attitudeAbility to work under pressureGoal and deadline drivenMotivate team Leadership skill to manage team efficientlyDeep work knowledge of Shipping industryProblem solving skill Most important skillset: Communication:Handling problem solving with colleagues including advices towards solutions for customers. Approaching to Management for necessary approvals during problem solvingNegotiation with customers for solutions.Coordination of issues and stable collaboration among internal functional teams Contact personLeonard Leong Apply online Check out our jobs list Share this job Imprint | Privacy Policy Powered by softgarden
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South Korea Hapag-Lloyd 풀타임Manager, Customer Service (SV3) Full Time South Korea With Professional Experience 6/26/24 About Hapag-Lloyd With a fleet of modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13, employees and...
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