Supervisor Customer Service

Hapag-Lloyd AG is a global liner shipping company supporting customers across international supply chains. The Supervisor of Customer Service oversees daily team operations, including staff development, work assignment, policy application, escalations, customer service support, and performance management.

Responsibilities:

• Maintains up-to-date knowledge of all services that Hapag-Lloyd Offers and ensures that the information given to the account base is accurate
• Assist in the rollout and drive the usage of new and existing product offerings by HL
• Participate in cross functional area meetings, discussing solutions for daily problems involving other teams.training needs and ensure all team and functional training requirements are recorded and fulfilled
• Work in conjunction with GSC Global Ser,'ice Center to ensure that documentation, import and export relateddocuments are prepared and released as required
• Adherence to PREX Process Excellence, process as detailed in HIP
• Participate and support the global/regional projects related to Customer Service
• Subject matter expert in systems and processes to support team and conduct user acceptance testing (UAT) In conjunction with the Sales and Accounting departments, lends assistance in the resolution and correction of disputes
• Supports the Customer Service team with issues and inquiries, acts as added level of escalation
• Ensures consistent application of Hapag-Lloyd policies to all personnel actions
• Act as back-up for team (coordinators) when necessary (e.g„ unexpected cover issues/volume influx)
• Drive performance within the team by exceeding quality promises and KPI deliverables
• Coaching and develop staff, with regular performance reviews
• Communication new requirements, processes and procedures to the staff

Requirements:

• Associate degree in business, Logistics, or related fields
• Convey information clearly over the phone and express patience, empathy and understanding with the voice alone
• Ability to understand and communicate with people whose native language is different from your own
• Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively
• Knowledge and understanding of most shipping terms, routings, schedules and the general practices of various countries, carriers, ports, and terminals for job assignments
• Excellent written and verbal communication including active listening and report writing
• Excellent organizational skills and attention to detail
• Strong analytical, problem-solving, and math skills
• Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet work demands
• This position is located in the United State and requires eligibility to work in the United States
• Minimum 3 years' experience in the Maritime Industry or the equivalent combination of education and experience preferred