Specialist / Manager, Regional Customer Service

3 weeks ago


Singapur, Singapore Hapag-Lloyd AG Full time
Specialist / Manager, Regional Customer Service Specialist / Manager, Regional Customer Service
  • Full Time
  • Singapore
  • With Professional Experience
  • 12/4/24 1812599

About Hapag-Lloyd
With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world’s largest and most modern reefer container fleets, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13.500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2.600 employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.

Main Objective
  • To ensure high level of Customer Service efficiency is achieved and maintained within all areas of Region Asia, as well as increased Customer Service delivery to customers.
  • Promote and encourage cooperation and team work within the Areas, Regions and between departments in order to bench mark and adopt best practices. 
Function and Duties
  • Develop, monitor and analyze Customer Service Key Performance Indicators (i.e. Quality Promise) for the Areas and drive / provide recommendations for improvement measures
  • Support the improvement of customer defined benchmarks in the Areas
  • Support the regional Customer Service management with the implementation of process improvements/changes
  • Ensure timely information for Areas in regard to trade specific requirements and restrictions
  • Define and develop quality promises and digital targets, including customers in cooperation / consultation with the Areas
  • Support of documentation management and processes linked to documentation performance
  • Ensure Area’s receive appropriate technical performance and customer service training
  • Provide regular recognition and constructive feedback to Areas as and when required 
  • Ensure Hapag-Lloyd’s day to day customer service transactions are handled in a timely, accurate, and professional manner.
  • Continually review and upgrade procedures to enhance the level of service provided to external and internal customers. Promote work process simplification initiatives.
  • Implement standards and procedures to ensure Areas are providing timely, accurate and courteous responses to customer’s inquiries.
  • Assist Area staff in solving problems by providing facilitation, support and arranging appropriate training.
  • Develop an effective working relationship with the BSD department to jointly review and develop improvements in Customer Service processes. Job Description 2011
  • Visit key accounts to solve problems, facilitate improvements and provide support for Sales as and when required
  • Other duties as required from time to time as appropriate within the organization.

Additional Responsibilities: 

  • Promote ideas for work process simplification
  • Actively promote and participate in a customer focused team environment.
  • Provide cover and assistance to other roles when staff are unavailable
  • Other duties as required from time to time as appropriate.
Qualifications and Requirements
  • Tertiary education, preferably in Business/Commerce with excellent working experience in Customer Service required
  • Knowledge of HL Business Systems / Process knowledge and experience required
  • Good project management skills with emphasis on successful project completion
  • Ability to handle multiple priorities and work under pressure
  • Ability to develop solutions together with internal parties
  • Excellent analytical and trouble shooting skills
  • Strong Communications
  • Windows Office software including Word, Excel and Powerpoint
Contact personLeonard Leong Apply online Check out our jobs list Share this job
Imprint | Privacy Policy Powered by softgarden

  • Singapur, Singapore JACOBS DOUWE EGBERTS Full time

    Company Description JACOBS DOUWE EGBERTS (JDE) is a global coffee & tea company based in NetherlandS. For more than 265 years, we have been inspired by the belief that it’s amazing what can happen over a cup of coffee. Today our coffee & tea portfolio is available in over 140 countries around the world through iconic household names including:...


  • Singapur, Singapore Hapag-Lloyd AG Full time

    Specialist, Regional Sales Specialist, Regional Sales Full Time Singapore With Professional Experience 10/18/24 1766558 About Hapag-Lloyd With a fleet of 287 modern container...


  • Singapur, Singapore Bayer Full time

    Regional Cybersecurity Specialist  JOB PUPORSE: The Regional Cybersecurity Specialist will be working closely across APAC to address customer concerns in cybersecurity related to Bayer medical device and DSB products. As a Regional Cybersecurity Specialist, the key responsibilities would be to consultant with customer teams, regulatory, legal, to address...


  • Singapur, Singapore SAMSUNG Full time

    Position Summary This role reports to the Director of Customer Experience which is a group under the Regional Customer Satisfaction Team. The candidate’s primary focus is to champion service excellence delivery at our customer touchpoints (e.g. contact centres, service centres) and ensure this is well-executed by our frontliners. Role and...


  • Singapur, Singapore CIBT Full time

    POSITION SUMMARY : Service Delivery – Ensures consistent service delivery within APAC region in accordance to global program. Serves as point of contact to key client stakeholders Daily Management of Team – work with local CIBT Management in the running of day to day process and ensuring the team is providing a superior class service to our...


  • Singapur, Singapore Publicis Groupe Full time

    Job Description We are looking for a Regional Planning Manager to work alongside the Regional Planning Director and help deliver the end-to-end planning process. Spanning eleven APAC markets, the role is a fantastic opportunity for an ambitious and experienced digital planning specialist to help define and deliver the multi-market digital planning...


  • Singapur, Singapore The International Air Transport Association Full time

    Employment Type: Permanent Contract Duration:  At IATA, we speak for the airlines of theworld, serving and supporting over 300 of them across all continents. Weare passionate and knowledgeable about the aviation industry, and we strive tomake it safer, smarter, more sustainable and more inclusive. We celebratediversity and inclusion in our workforce,...


  • Singapur, Singapore SHL Full time

    Job Description Customer Success Specialist We are seeking a Customer Success Specialist to join our sales team based in Singapore. As a Customer Success Specialist, you will partner with Account Managers to ensure that their clients receive a best-in-class account management experience that leads to the client continuing and expanding their...


  • Singapur, Singapore SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...


  • Singapur, Singapore Teleflex Full time

    Position Summary The incumbent is fully responsible for the on-site management of the Customer Service Department, to effectively meet monthly Sales Revenue targets (for assigned regions). This includes ensuring on-time delivery in full and expediting shipment with Supply Chain team and Distribution Centers. Principal Responsibilities People...


  • Singapur, Singapore Neuron Mobility Full time

    The Role This role reports into the Customer Service (CS) Team Lead. The CS Specialist will handle a large volume of inbound and outbound calls, emails, and chats with proficient knowledge and efficiency. This person will also be able to effectively link user complaints, our product and technology to troubleshoot and provide insights to the internal...


  • Singapur, Singapore QSC Full time

    Overview The Customer Care Specialist is a high impact customer service position to support QSC’s sales in SE Asia. The successful candidate will be responsible for processing and managing finished goods and spare parts orders from QSC’s international partners around the region, and to effectively coordinate and facilitate shipment of goods from...


  • Singapur, Singapore ESET DACH Full time

    Regional Services Sales Lead Arbeitsort: Singapore Arbeitszeit: Vollzeit Vertragsdauer: Unbefristet Job posting title Regional Services Sales Lead Job summary Key responsibilities involve strategically identifying and capitalizing on business opportunities for services in given region, spanning various segments and channels. Job...


  • Singapur, Singapore ESET Full time

    Job summary Key responsibilities involve strategically identifying and capitalizing on business opportunities for services in given region, spanning various segments and channels. Job description Aligning sales objectives with overall business goals, developing and implementing comprehensive growth strategies, and defining key performance indicators for...


  • Singapur, Singapore OCBC Bank Full time

    Premier Relationship Manager (Central Region)-(2200002R) Description Offer Professional Wealth Advice - To be part of the leading wealth solutions team in the industry and supported by regional wealth panel. You will be constantly engage with our wealth specialist, sensing the pulse of global economy, and in return offer your professional advice and...


  • Singapur, Singapore Control Risks Full time

    Join Control Risks as a Regional Threat Intelligence Specialist supporting a Fortune 500 technology client! The Regional Threat Intelligence Specialist will work within the Global Security Intelligence function, supporting the collection, analysis, and dissemination of threat intelligence to stakeholders across the organization. This position will focus on a...


  • Singapur, Singapore OCBC Bank Full time

    Premier Relationship Manager (Northern Region)-(2200002N) Description Offer Professional Wealth Advice - To be part of the leading wealth solutions team in the industry and supported by regional wealth panel. You will be constantly engage with our wealth specialist, sensing the pulse of global economy, and in return offer your professional advice...


  • Singapur, Singapore OCBC Bank Full time

    Premier Relationship Manager (Southern Region)-(2200002O) Description Offer Professional Wealth Advice - To be part of the leading wealth solutions team in the industry and supported by regional wealth panel. You will be constantly engage with our wealth specialist, sensing the pulse of global economy, and in return offer your professional advice...


  • Singapur, Singapore OCBC Bank Full time

    Premier Relationship Manager (Eastern Region)-(2200002P) Description Offer Professional Wealth Advice - To be part of the leading wealth solutions team in the industry and supported by regional wealth panel. You will be constantly engage with our wealth specialist, sensing the pulse of global economy, and in return offer your professional advice and...


  • Singapur, Singapore DSM Full time

    Job title  – Regional Marketing Specialist, Romer Labs Location  – Singapore Job model  – Hybrid The Regional Marketing Specialist is responsible for support of marketing strategy, planning and implementing of marketing activities for the designated region in line with the overall marketing & communication strategy and support for business...