Director of Customer Service
7 giorni fa
To lead and strengthen the Customer Service function by delivering effective operations and consistently exceeding customer expectations. The role actively builds a culture rooted in customer‑centricity, professional development, efficiency, and collaboration, while driving continuous process improvements. It ensures full adherence to Hapag‑Lloyd policies and procedures.
ESSENTIAL FUNCTION
- Liaise with Area offices and clients to ensure the delivery of first‑class customer service.
- Ensure managers and staff maintain departmental standards, performance measures, and KPIs, driving continuous improvement.
- Coach and develop department managers and staff, conducting regular performance reviews in line with company policy and Area Management requirements.
- Manage and resolve high‑level customer concerns.
- Ensure workload is appropriately balanced across functions within the department.
- Support managers with problem‑solving and provide guidance on departmental and personnel‑related matters.
- Continuously identify opportunities to reduce costs and increase operational efficiency within Customer Service processes.
- Collaborate with IT/BSD teams to resolve system issues affecting Customer Service and Documentation areas.
- Support local management in the selection and hiring of staff.
- Set departmental targets and goals aligned with company objectives / Strategy 2030.
- Maintain up‑to‑date knowledge of services, as well as all relevant governmental rules and regulations.
- Foster open communication within the Department, Area, and Region.
- Work closely with other Area Directors to improve processes and communication flows.
- Ensure all Customer Service deadlines are consistently met.
- Maintain and enforce adherence to Hapag‑Lloyd’s Customer Service and Documentation manuals.
- Ensure full compliance with ICCL requirements related to Customer Service.
- Lead departmental initiatives that support Hapag‑Lloyd’s quality commitments and enhance customer value, contributing to high customer satisfaction and NPS.
- Oversee the timely preparation of the annual departmental budget, ensuring accuracy and alignment with expectations.
- Lead the Customer Service Department in full alignment with Strategy 2030.
- Proactively drive team and cross‑functional actions aimed at improving EES results.
- Establish solid relationships with key contacts within ringfenced accounts, including regular customer visits / interactions.
MINIMUM QUALIFICATION
- University Degree, Business Administration
- Experience: 8/10 years. Having worked in a commercial / customer service role, in the shipping
- Extensive experience within the shipping industry or a closely related sector.
- Demonstrated leadership experience, with a strong track record of successfully managing large teams and inspiring high performance.
- Fluency in spoken and written English; proficiency in Italian and Spanish is preferred.
- Strong customer orientation and results‑driven mindset, complemented by excellent communication skills.
- Solid understanding of legal documentation, international trade, and relevant business processes.
- Willingness and ability to travel frequently.
Seniority level
- Entry level
Employment type
- Full‑time
Job function
- Customer Service
Industries
- Maritime Transportation and Transportation, Logistics, Supply Chain and Storage
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