Customer Service SV Coordinator

• Worktime Model: Only Full Time

Hapag-Lloyd is one of the world’s leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.
Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high‑quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.

Responsibilities

Main objectives:
• Deliver the high level of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
• Handle direct communication with Customer (all means of communication)
• Act as point of entry on potential claim requests
• Handle all booking inquiries via case system / FIS system
• Verify and bill additional costs / fees to customer where applicable
• Build Expertise in all topics related to handled Business Task
• Follow standard processes and new requirements as communicated by management
• Complete all functional HUB Training timely
• Promote digital tools and services
• Ensure all customer service activities align with key performance indicators (KPIs)
• Aim to achieve high customer satisfaction by consistently improving service quality, with a focus on maintaining or increasing Net Promoter Score (NPS)

Qualifications

Skills & attitude required:
• Minimum of 1 year of experience in the transport or logistics sector
• University degree 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