Senior Manager - Area Customer Service

Position Overview:

 To assure and improve the effectiveness of the customer service operation, while meeting and/or exceeding customer expectations. Consciously establishes a culture that encourages customer focus, individual development, efficiency, collaboration, and creates an environment for process improvements. Upholds and ensures that all Hapag-Lloyd policies and procedures are followed and maintained.

Key Responsibilities:

• Liaise with Area offices and clients to provide first class levels of customer service.
• Ensure that managers and staff are maintaining department standards, measures and key performance indicators (KPIs) for customer service, striving for consistent improvement.
• Coach and develop individual department managers and staff. Have regular performance reviews in line with company’s policy and Area Management requirement.
• Develop KPIs & OKRs to deliver on actionable insights for Customer Solutions teams as well manage day-to-day support to improve team performance and quality customer interactions
• Promote Digitalization and be the flag bearer of all digital initiatives to promote ease of doing business for customers.
• Assist managers with problem solving and provide guidelines regarding departmental and personnel related issues.
• Continually strive to reduce costs and create operational efficiencies within the Customer Service processes.
• Interact with the IT and BS department to resolve any system issue as they relate to Customer Service / Documentation areas.
• Assist local management in selection/hiring of staff.
• Strategically organize the Customer Solutions team to align resources and talent to meet organizational goals; includes hiring, coaching, retaining, and building internal career development to retain exceptional talent
• Maintain working knowledge of services as well as all governmental rules and regulations.
• Create an Area Office, QSC and GSC interdepartmental culture that encourages customer focus, efficiency,
• Work closely with other area Directors and managers on process improvement and communication flow.
• Ensure that all Customer Service deadlines are met.
• Maintenance and enforcement of Hapag-Lloyd’s Customer Service and documentation manuals.
• Monitor and maintain close contact with shared services in order to ensure customer service performance level is achieved.
• Drives changes in the department that enable the fulfillment of Hapag-Lloyd’s quality promises and delivery of superior value to our customers that in turn translates into high levels of customer satisfaction and high NPS results.
  
  

 Qualifications:

• Vast experience in a shipping company or an adjacent industry.
• Proven leadership experience having successfully managed medium or large teams. Good ability to inspire and motivate people.
• Capability to fluently speak, read and write in English - any other additional languages such as French are a plus.
• High customer and results orientation coupled with outstanding communication skills.
• Knowledge of legal documents, international trade and business processes.
• Willingness to travel frequently.

Why Join Us:

• Be a part of a global leader in the logistics industry.
• Opportunity to make a significant impact on our business in a rapidly growing region.
• Work with a diverse and talented team of professionals. 

If you meet the profile and are excited about the opportunity to contribute to Hapag-Lloyd’s success in West Africa, we encourage you to apply.