Customer Solutions Specialist

The Customer Solutions Specialist represents Hapag-Lloyd Customer Service locally and connects customers, Sales, Customer Service, Digital teams, and other relevant stakeholders.

The role guides customers on Hapag-Lloyd’s standard Customer Service channels, processes, service commitments, and Quality Promises. It also supports the development of practical solutions and the coordination of exception handling for key- and global customers.

In addition, the role coordinates local Digital activities, supports digital adoption, contributes to, and helps the Area achieve their Digital KPIs and goals.

Customer Solutions 

• Act as a key contact for customers by representing Customer Service in customer interactions, supporting onboarding activities, and ensuring a high-quality customer experience across all service-related topics.
• Coordinate the resolution of customer issues, exceptions, and escalations by working closely with Sales, Customer Service teams, and process owners to deliver practical and consistent solutions.
• Analyse customer feedback, recurring issues, and service performance trends to identify improvement opportunities, drive process enhancements, and communicate customer needs to relevant stakeholders.

Digital Coordination 

• Drive the adoption and effective use of Hapag-Lloyd’s Digital Channels and Solutions by supporting customer onboarding, connectivity, training, and ongoing guidance for customers and internal stakeholders.
• Act as the primary local contact for Digital Channels, coordinate the resolution of technical issues, support digital initiatives, and collaborate with Digital, Customer Service, Sales, and IT teams to achieve business objectives.
• Collect customer feedback, identify opportunities to improve digital adoption and user experience, communicate enhancement requirements to relevant stakeholders, and share best practices across regions and markets.

Customs coordination 

• Support the Customs-team in as the local point of contact for customs-related matters. 
• Coordinate customs inquiries requiring local-language capability or on-site activities. 

Local counter activates in country offices 

• Min 3 years of work experience in the position
• University degree or equivalent 
• Analytical and consultative approach, with the ability to understand customer needs, identify suitable solutions, and communicate their value.
• Working knowledge of MS Office
• Able to work well with others and follow guidelines 
• Positive attitude
• Ability to work under pressure
• Goal and deadline driven
• Good time management skills
• Receptive and be able to grasp new ideas and motivate one’s self for personal 
  development, identifying opportunities for continuous improvement
• Understanding of shipping business, from the frontline and operational perspectives
• Very good command of written and spoken English (B2 level or above)
• Fluent command of written and spoken Swedish