Customer Solutions & Counter Coordinator
Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd.
- Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
- Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
- Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
- Manage customs-related activities, acting as the key point of contact for internal and external customs matters, while ensuring compliance with local regulations and communicating updates to stakeholders.
- Handle documentation processes including OBL issuance, amendments, delivery order (DO) processing, container release, and verification of documents in line with agent manuals and local requirements.
- Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
- Perform daily payment postings, monitor cash outstanding, and identify missed collections.
- Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
- Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis for recurring issues.
- Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
- Identify new customer requirements and propose improvements to management.
- Support Sales on customer commitments and service quality delivery.
- Ensure timely and proactive responses to emails and customer communications.
- Maintain blank BL form stationery records in line with process requirements for OBL printing at customer premises.
- Process urgent BL amendments when required.
- Demonstrate proactiveness in responding to daily emails and customer requests.
University degree, Diploma or equivalent
Very good command of written and spoken English
Working knowledge of MS Office
Able to work well with others and follow guidelines
Positive attitude
Receptive and be able to grasp new ideas and motivate one’s self for personal development