Supervisor Spec CSS- Imports

·       Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information given to the account base is accurate

·       Assist in the rollout and drive the usage of new and existing product offerings by HL

·       Participate in cross-functional area meetings, discussing solutions for daily problems involving other teams.

·       Identify training needs and ensure all team and functional training requirements are recorded and fulfilled

·       Work in conjunction with GSC Global Service Center to ensure that documentation, import and export related documents are prepared and released as required

·       Adherence to PREX – Process Excellence, process as detailed in HIP

·       Participate and support the global/regional projects related to Customer Service

·       Subject matter expert in systems and processes to support team and conduct user acceptance testing (UAT)

·       In conjunction with the Sales and Accounting departments, lends assistance in the resolution and correction of disputes

·       Supports the Customer Service team with issues and inquiries, acts as added level of escalation

·       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)

·       Drive performance within the team by exceeding quality promises and KPI deliverables

·       Coaching and develop staff, with regular performance reviews

·       Communication new requirements, processes and procedures to the staff

Qualifications

·       Bachelor’s degree in Business, Logistics, or related fields

·       Minimum 3 years’ experience in the Maritime Industry or the equivalent combination of education and experience preferred. 

·       Convey information clearly over the phone and express patience, empathy and understanding with the voice alone. 

·       Ability to understand and communicate with people whose native language is different from your own. 

·       Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively.  

·       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.