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