Responsibilities

· Drive continuous quality improvement in Customer Service in North America

· Support the identification of proposals to improve HL processes to outperform customer requirements and establish Customer Service as a market differentiator.

· Implement changes when required to assure maximum quality deliverable to our customers

· Lead project implementations as required by both Region North America as well as by Corporate Teams in Hamburg to drive Continuous Improvement Management

· Provide feedback and input from the front line to support the development of system support and IT projects to improve Customer Service effectiveness and efficiency

· Monitor the adherence and effectiveness of HL processes (Key Performance Indicators), striving for consistent improvement

· Take lead role in enabling Customer Service Leadership by providing tools, analysis and process improvement direction

· Implement training and roll out new concepts

· Maintain close relations with the Headquarter departments, Regional Sales and Customer Service, Operations, BA, BSD and Area offices

· Coach and develop individual department Managers and Staff. Have regular performance reviews in line with company’s policy and Area Management requirement

Qualifications

· University degree, with advanced degree preferred. 7 to 10 years of shipping/ HL experience or the equivalent combination of education and experience.

· Recognizes and attends to multiple facets in issues and problems. Uses a logical and systematic approach to analyze unfamiliar issues and problems. Assembles relevant information from multiple sources.

· Actively shares information with others. Reinforces people for contributing ideas and opinions even when their views are at odds. Shows human side by admitting mistakes.

· Actively attends to what others are saying. Readily grasps key points in verbal communications. Restates verbal communications in own words to ensure accurate understanding.

· Makes commitments with caution, assuring that commitment will not cause inconvenience. Usually shows consistency between words and actions. Adheres to sound business ethics-does not oversell own services or make disparaging comments about others. Tells the truth and is trustworthy.

· Understands and acknowledges the needs of others and their organizations. Seeks out common ground to establish rapport. Builds relationships outside own work group.

· Proficient in MS Office (e.g., MS Teams, Excel, PowerPoint, etc.) and other software appropriate to work demands.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the incumbent is regularly required to sit, talk and hear. The incumbent regularly uses hands and fingers in the course of daily job duties, including the use of a personal computer. The vision requirement includes close vision. May incur mental stress due to time deadlines, pressures and demands from both internal and external sources.