Supervisor, Customer Service

About the Role
At Hapag-Lloyd, we will support the further development of your skills in our culturally diverse, stimulating environment as you help us grow our customer base. As the Supervisor of Customer Service,the incumbent in this position oversees the day-to-day operations of a group of employees. This includes training and developing staff, assigning work, as well as interpreting and ensuring the consistent application of organizational policies. This person possesses and applies knowledge of the principles, practices, and procedures of a particular field of specialization. The Supervisor may initiate and communicate a variety of personnel actions, including the scheduling /approving of overtime.

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.
• Identify training needs and ensure all team and functional training requirements are recorded and fulfilled
• Work in conjunction with GSC Global Service Center to ensure that documentation, import and export related documents 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 

Qualifications

•  Bachelor’s 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. 

Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the incumbent is regularly required to sit, talk and hear. The incumbent regularly uses hands and fingers in the course of daily job duties, including the use of a personal computer. The vision requirement includes close vision. May incur mental stress due to time deadlines. May need to lift up to 15 pounds at times.