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Customer Service Specialist
Hapag-Lloyd AG. Define, implement and monitor training and development plans for the Customer Service teams: Booking, Documentation, Import and Support.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Service processes, including Booking, Documentation, Import, and Support, while effectively training and developing teams. Proficient in performance analysis and continuous improvement initiatives, with a strong focus on compliance and operational excellence.
Highest-signal resume keywords
Customer Service Process ExpertiseTraining and Team CoachingPerformance Analysis ToolsAdvanced Proficiency in FIS, S)ONE, Ci5Fluent Professional English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ToolsPerformance AnalysisProcess ImprovementDigitalizationAutomationMicrosoft ExcelMicrosoft PowerPointOperational ComplianceKPI MonitoringSOP Development
Soft Skills
Excellent CommunicationAnalytical MindsetOrganizedDetail-OrientedCustomer Service OrientationTeam SpiritProactive
Certifications & Qualifications
University Degree or Equivalent
Industry Keywords
Maritime IndustryCustomer Service EnvironmentOperational Relationship ManagementGCC CoordinationQuality Standards
About the role
Key responsibilities & impact- Define, implement and monitor training and development plans for the Customer Service teams: Booking, Documentation, Import and Support.
- Deliver initial and ongoing theoretical and practical training, and support employees in developing their skills.
- Maintain operational expertise in Customer Service processes and tools by working regularly within the teams.
- Provide first-level functional support and follow up on escalated requests or incidents.
- Manage the operational relationship with the GCC, serving as the primary point of contact for local teams.
- Ensure the governance, quality and compliance of outsourced activities, as well as the coordination of new activity transfers to the GCC.
- Develop and use performance analysis tools; monitor the KPIs of the Customer Service teams and the GCC.
- Analyze results, identify gaps and implement the necessary corrective actions.
- Contribute to the continuous improvement of processes, tools, procedures and training with local, regional and global teams.
- Participate in transformation, digitalization, automation, tool development and activity relocation projects.
- Participate in testing, pilots and rollouts related to the evolution of Customer Service processes and tools.
- Ensure compliance with, update and promote global and local procedures, SOPs and quality standards.
- Keep your knowledge of Hapag-Lloyd processes, tools and solutions up to date.
Requirements
What you’ll need- University degree or equivalent.
- Proven experience in the maritime industry, ideally in a versatile Customer Service environment.
- Excellent knowledge of Booking, Documentation, Import and Support processes.
- Advanced proficiency in Customer Service tools, particularly FIS, S)ONE, Ci5 and Case Management.
- Experience in training, team coaching and continuous process improvement.
- Strong interest in structuring, digitalizing and automating activities.
- Fluent professional English, both written and spoken.
- Strong command of Microsoft Office, particularly Excel and PowerPoint.
- Excellent communicator who is skilled at training and attentive to others.
- Analytical mindset, strong observation skills and the ability to turn findings into concrete actions.
- Organized, detail-oriented and results-driven.
- Ability to work with a wide range of stakeholders in a local, regional and international environment.
- Team spirit, positive attitude and customer service orientation.
- Self-motivated, proactive and able to make recommendations.
- Commitment to complying with procedures, deadlines and quality standards.
Benefits
Comp & perks- National and international travel may be required as part of the role.