Customer Solutions Manager - Hapag-Lloyd

• Participate in Customer Facing (F2F) meetings, joint visit with sales, QBR’s
• Escalated issue resolution as defined by QSC or raised during QBR’s with customer’s, that may require a change in customers’ behaviour or HL process handling (i.e. not pertaining to any specific issue with a current shipment)
• Together with Sales and Digital Managers, coordinates the on boarding process for new customers

• Explains Sales & Customer Service setup, dial in numbers for issue resolution, one mailbox for case resolution etc.
• Explain HL standard product and our commitment on Quality Promises
• E-Biz Tools promotion, training and onboarding
• OBL Printing onboarding and setup (Support coordination among customer RCS, BDS and MTD team in Hamburg)
• Support customers for inquiries in local language
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams
• Understands customer’s supply chain/process requirements and present to management for acceptance
• Handles customs activities requiring local language and/or visits

• Internal and external point of entry for customs matters, across all area departments
• Duly communicates local customs developments to responsible parties
• Evaluates impact of local customs requirements to ensure compliance
• Participate and support the global/regional projects related to Customer Service
• Assist in the rollout and drive the usage of new and existing product offerings by HL
• Support and mentor counter team for managing following tasks related to payment postings, container releases, local document stamping, OBL issuance and acceptance, BL amendments in urgent cases.

• University degree or equivalent
• Minimum 5 years’ experience in a commercial role, preferably in the maritime sector
• Excellent communication skills
• Comprehensive knowledge of FIS and other HL systems
• Working knowledge of MS Office
• Result driven team player with a proactive attitude
• Ability to work under pressure
• Goal and deadline driven
• Good time management skills
• Receptive and be able to grasp new ideas and motivate oneself for personal development
• Strong analytical mindset with a hands-on, execution-driven approach.
• Ability to synthesize data and derive actionable insights.
• Comfortable communicating with cross-functional teams and aligning diverse stakeholders.
• High levels of energy and empathy with a can-do attitude
• Structured, self-driven, and able to manage multiple streams of work.
• Passion for continuous improvement and process enhancement.

• 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.

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