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Customer Service Export Supervisor

2 months ago

Atlanta, Georgia, United States Hapag-Lloyd AG Full time

Key Responsibilities

  • Oversee, mentor, and guide a team of Coordinators and Senior Coordinators, including responsibilities for recruitment, performance evaluations, and approving leave requests.
  • Maintain comprehensive knowledge of Hapag-Lloyd's service offerings to ensure accurate information is provided to clients.
  • Facilitate the implementation and promote the utilization of both new and existing products offered by Hapag-Lloyd.
  • Engage in cross-departmental meetings to collaboratively address and resolve daily operational challenges.
  • Assess training requirements and ensure that all team members meet necessary training standards.
  • Collaborate with the Global Service Center to guarantee that all import and export documentation is accurately prepared and processed.
  • Adhere to the Process Excellence (PREX) standards as outlined in the company's operational guidelines.
  • Contribute to and support global and regional initiatives related to Customer Service.
  • Serve as a subject matter expert on systems and processes, conducting user acceptance testing (UAT) as needed.
  • Assist the Sales and Accounting teams in resolving and correcting any disputes that may arise.
  • Provide support to the Customer Service team by addressing inquiries and serving as an escalation point for complex issues.
  • Ensure consistent application of Hapag-Lloyd policies in all personnel matters.
  • Act as a backup for team members during peak times or unexpected absences.
  • Drive team performance by exceeding quality expectations and key performance indicators (KPIs).
  • Communicate new processes, requirements, and procedures effectively to the team.

Qualifications

  • A university degree with a minimum of three years of experience in the maritime sector or a comparable combination of education and experience.
  • Ability to convey information clearly over the phone while demonstrating patience, empathy, and understanding.
  • Familiarity with shipping terminology, routing, schedules, and general practices across various countries, carriers, ports, and terminals.
  • Exceptional written and verbal communication skills, including active listening and report writing capabilities.
  • Strong organizational skills with a keen attention to detail, alongside robust analytical and problem-solving abilities.
  • Proficient in using MS Office Suite, including Word, Excel, PowerPoint, Teams, and other relevant software applications.

Working Conditions


The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

While performing the duties of this position, the employee is regularly required to sit, communicate verbally, and listen.

The employee frequently uses hands and fingers in daily tasks, including operating a personal computer.

Close vision is necessary for this role.
Some mental stress may occur due to time constraints. The employee may occasionally need to lift items weighing up to 15 pounds.