Director of Customer Service

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 ring fenced 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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