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

• Bachelorâ€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.