Coordinator Customer Service

Drive timely resolution of longstanding cases through proactive follow-up, clear coordination, and customer-focused service that adds value to Hapag-Lloyd.

Qualifications and Technical Job Requirements

• Bachelor's degree or equivalent academic qualification.
• 3-4 years of experience in the shipping industry, preferably in customer service or operational roles.
• Strong verbal and written communication skills in English.
• Solid understanding of FIS and other Hapag-Lloyd systems.
• Proficient in MS Office applications, including PowerPoint and advanced Excel.
• Pro-active, highly motivated, results-driven, and able to work independently with minimal supervision.
• Strong customer-handling and coordination skills, supported by good interpersonal and soft skills.
• Willingness to learn, adapt quickly, and maintain a positive attitude in a fast-paced environment.
• Good negotiation skills to manage waiver discussions and customer interactions effectively.

• Send weekly longstanding notices and reminders to customers and POL to drive timely cargo clearance.
• Follow up closely on all pending cases by coordinating with Sales, Area Office, Operations, Documentation, and Invoicing teams.
• Update and maintain accurate container records, waiver details, and supporting documents.
• Handle customer queries and waiver-related emails promptly and professionally.
• Attend weekly and monthly review meetings with various stakeholders to discuss case status and next steps.
• Prepare weekly reports and create meaningful data visuals to support management review.
• Negotiate waiver requests with customers and encourage timely clearance of shipments.
• Review waiver-related cases with management and obtain necessary approvals for respective areas.
• Escalate sensitive cases to POL, Shipper, HO, Line Management, Logistics, Consignee, Custodian, and Customs, highlighting risks, consequences, and potential costs including cargo destruction.

Special Tasks (if applicable)

• Negotiate waiver requests with customers.
• Coordinate with CFS and Customs to resolve longstanding cases.