Supervisor, Customer Service - PPS

Job Description

• RNA Satellite team management
  • Handle the management and direction of the RNA Satellite Team. 
  • Regularly review the performance for the Satellite team
  • Foster collaboration between Atlanta teams & Satellite team.
  • Work in conjunction with GSC Global Service Center to ensure that documentation, import
    and export related documents are prepared and released as required
• Process & Performance Management/Initiatives
  • Drive performance within the team by exceeding quality promises and KPI deliverables
  • Perform Gap analysis if we are away from the target and then assign correct responsibilities within the CS team
  • Develop QV/QS reports to support the teams for meeting the necessary KPI’s.
  • Ensure all the necessary performance reporting is sent out as planned.
  • Identify and act upon performance bottlenecks, customer feedback, and offshoring & automation opportunities
  • Participate and support the global/regional projects related to Customer Service
  • Adherence to PREX – Process Excellence, process as detailed in HIP
• Quality Coaching & Assurance 
  • Identify training needs and ensure all team and functional training requirements are recorded and fulfilled
  • Participate in cross-functional area meetings, discussing solutions for daily problems involving other teams
• Team Management
  • Responsible for supervising, guiding, coaching, and supporting a team of Coordinators and Sr. Coordinators. This includes hiring, firing, annual reviews, approving overtime, paid time off, and individual coaching and development
  • Ensures consistent application of Hapag-Lloyd policies to all personnel actions
  • Act as back-up for team (coordinators) when necessary (e.g., unexpected cover issues/volume influx)
  • Communication new requirements, processes, and procedures to the staff
• General
  • Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that
    the information given to the account base is accurate
  • Subject matter expert in systems and processes to support team and conduct user
    acceptance testing (UAT)
  • Supports the Customer Service team with issues and inquiries, acts as added level of escalation

Qualifications

• University degree and a minimum of 3 years of experience in the Maritime Industry or the
  equivalent combination of education and experience
• Convey information clearly over the phone and express patience, empathy and understanding
  with the voice alone.
• Knowledge and understanding of most shipping terms, routings, schedules and the general
  practices of various countries, carriers, ports, and terminals for job assignments
• Excellent written and verbal communication, including active listening and report writing.
• Excellent organizational skills and attention to detail, Strong analytical, problem-solving, and math
  skills. 
• Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet 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. May need to lift up to 15 pounds at times. This job description describes the minimum job requirements. This description is illustrative and does not imply that the functions outlined below are the exclusive standards of this position. Incumbents will be expected to follow additional instructions and perform other related duties as required.