Director of Customer Service
6 giorni fa
PURPOSE OF THE POSITION
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
o Liaise with Area offices and clients to ensure the delivery of first-class customer service.
o Ensure managers and staff maintain departmental standards, performance measures, and KPIs, driving continuous improvement.
o Coach and develop department managers and staff, conducting regular performance reviews in line with company policy and Area Management requirements.
o Manage and resolve high-level customer concerns.
o Ensure workload is appropriately balanced across functions within the department.
o Support managers with problem-solving and provide guidance on departmental and personnel-related matters. o Continuously identify opportunities to reduce costs and increase operational efficiency within Customer Service processes.
o Collaborate with IT/BSD teams to resolve system issues affecting Customer Service and Documentation areas.
o Support local management in the selection and hiring of staff.
o Set departmental targets and goals aligned with company objectives / Strategy 2030.
o Maintain up-to-date knowledge of services, as well as all relevant governmental rules and regulations.
o Foster open communication within the Department, Area, and Region.
o Work closely with other Area Directors to improve processes and communication flows.
o Ensure all Customer Service deadlines are consistently met.
o Maintain and enforce adherence to Hapag-Lloyd's Customer Service and Documentation manuals.
o Ensure full compliance with ICCL requirements related to Customer Service.
o Lead departmental initiatives that support Hapag-Lloyd's quality commitments and enhance customer value, contributing to high customer satisfaction and NPS.
o Oversee the timely preparation of the annual departmental budget, ensuring accuracy and alignment with expectations.
o Lead the Customer Service Department in full alignment with Strategy 2030.
o Proactively drive team and cross-functional actions aimed at improving EES results.
o 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
industry.
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.
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