Customer Service Supervisor

Hapag-Lloyd AG

. Maintain up-to-date knowledge of all Hapag-Lloyd services and ensure accurate information is given to the account base .

Posted 10/5/2026full-timeAtlanta • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service operations within the Maritime Industry, with a strong focus on communication, problem-solving, and team development. Proficient in managing documentation processes and adhering to organizational policies while driving performance and training initiatives.

Highest-signal resume keywords

Maritime Industry ExperienceCustomer Service ExpertiseDocumentation ManagementTeam Development and CoachingCommunication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Logistics KnowledgeAnalytical SkillsProblem-Solving SkillsMath SkillsReport Writing

Soft Skills

Active ListeningEmpathyPatienceOrganizational SkillsAttention to Detail

Tools & Technologies

MS OfficeWordExcelPowerPointTeams

Certifications & Qualifications

Associate Degree in BusinessLogistics or Related Fields

Industry Keywords

Shipping TermsRoutingsSchedulesPortsTerminals

About the role

Key responsibilities & impact

Maintain up-to-date knowledge of all Hapag-Lloyd services and ensure accurate information is given to the account base
Assist in rolling out and driving usage of new and existing Hapag-Lloyd product offerings
Participate in cross-functional meetings and discuss solutions for daily problems involving other teams
Identify training needs and ensure team and functional training requirements are recorded and fulfilled
Work with the GSC Global Service Center to ensure import and export documentation is prepared and released as required
Adhere to the PREX Process Excellence process as detailed in HIP
Participate in and support global/regional Customer Service projects
Serve as subject matter expert in systems and processes and conduct user acceptance testing (UAT)
Assist Sales and Accounting with resolving and correcting disputes
Support the Customer Service team with issues and inquiries and act as an escalation level
Ensure consistent application of Hapag-Lloyd policies to personnel actions
Act as backup for coordinators during unexpected coverage issues or volume influx
Drive team performance by exceeding quality promises and KPI deliverables
Coach and develop staff through regular performance reviews
Communicate new requirements, processes, and procedures to staff
Oversee day-to-day operations, assign work, train and develop employees, and interpret and consistently apply organizational policies
Initiate and communicate personnel actions, including scheduling and approving overtime

Requirements

What you’ll need

Associate degree in business, Logistics, or related fields
Minimum 3 years' experience in the Maritime Industry or the equivalent combination of education and experience preferred.
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.
Located in the United States and eligible to work in the United States; completion of the employment eligibility form required under federal law upon hire.
Ability to sit, talk, hear, use hands and fingers for computer work, maintain close vision, manage mental stress due to deadlines, and occasionally lift up to 15 pounds.

Benefits

Comp & perks

Attractive Annual Bonus – Based on company performance, recognizing your impact on our success.
Hybrid Work Environment – Enjoy the flexibility of working remotely while staying connected with three in-office days per week.
Modern Office Space
Public Transportation Support – We help cover commuting costs to make your daily travel easier and more affordable.
Comprehensive Benefits Package – Including 401(k) with company match, and health, dental, and vision insurance plans.
Professional growth support in a dynamic and inclusive culture