Director of Customer Service

To lead and strengthen the Customer Service function by delivering effective operations and consistently exceeding customer expectations. The role actively builds a culture rooted in customer‑centricity, professional development, efficiency, and collaboration, while driving continuous process improvements. It ensures full adherence to Hapag‑Lloyd policies and procedures.

ESSENTIAL FUNCTION

• Liaise with Area offices and clients to ensure the delivery of first‑class customer service.
• Ensure managers and staff maintain departmental standards, performance measures, and KPIs, driving continuous improvement.
• Coach and develop department managers and staff, conducting regular performance reviews in line with company policy and Area Management requirements.
• Manage and resolve high‑level customer concerns.
• Ensure workload is appropriately balanced across functions within the department.
• Support managers with problem‑solving and provide guidance on departmental and personnel‑related matters.
• Continuously identify opportunities to reduce costs and increase operational efficiency within Customer Service processes.
• Collaborate with IT/BSD teams to resolve system issues affecting Customer Service and Documentation areas.
• Support local management in the selection and hiring of staff.
• Set departmental targets and goals aligned with company objectives / Strategy 2030.
• Maintain up‑to‑date knowledge of services, as well as all relevant governmental rules and regulations.
• Foster open communication within the Department, Area, and Region.
• Work closely with other Area Directors to improve processes and communication flows.
• Ensure all Customer Service deadlines are consistently met.
• Maintain and enforce adherence to Hapag‑Lloyd’s Customer Service and Documentation manuals.
• Ensure full compliance with ICCL requirements related to Customer Service.
• Lead departmental initiatives that support Hapag‑Lloyd’s quality commitments and enhance customer value, contributing to high customer satisfaction and NPS.
• Oversee the timely preparation of the annual departmental budget, ensuring accuracy and alignment with expectations.
• Lead the Customer Service Department in full alignment with Strategy 2030.
• Proactively drive team and cross‑functional actions aimed at improving EES results.
• Establish solid relationships with key contacts within ringfenced accounts, including regular customer visits / interactions.

MINIMUM QUALIFICATION

• University Degree, Business Administration
• Experience: 8/10 years. Having worked in a commercial / customer service role, in the shipping
• Extensive experience within the shipping industry or a closely related sector.
• Demonstrated leadership experience, with a strong track record of successfully managing large teams and inspiring high performance.
• Fluency in spoken and written English; proficiency in Italian and Spanish is preferred.
• Strong customer orientation and results‑driven mindset, complemented by excellent communication skills.
• Solid understanding of legal documentation, international trade, and relevant business processes.
• Willingness and ability to travel frequently.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Customer Service

Industries

• Maritime Transportation and Transportation, Logistics, Supply Chain and Storage

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