Customer Service Vertical Country Manager GENOVA

Customer Service Vertical Country Manager
Genova
Liguria, GENOVA

PURPOSE OF THE POSITIONDeliver the highest levels of quality, be Customer centric, and able to create value for customers as well as for Hapag-LloydAssure most effective team structure in line with Blueprint and market developmentsFunctional and disciplinary leadership of segmented verticalsPerformance Management involving all CS indicators

ESSENTIAL FUNCTIONSStrong team leadership skills that inspire the team to drive performanceReview customer survey results and implement measures to continuously improve the company customer satisfaction and drive performance improvementsIdentify and communicate areas of concern as well as proposals to enhance the current business processes to the Regional Customer Service and Support teamsLead, Coach and develop the management team and the staff (as required) by coaching and regular performance reviewsCommunicate new requirements, processes and procedures to the management teamSupport SV's teams to deliver quality and handle customer escalation effectivelySupport and promote the application of HL standardsIdentify staff training needs and ensure all functional training requirements are recorded and fulfilledParticipate and support global/regional projects related to Customer Service as neededAssist in the rollouts and drive the usage of new and existing products offered by Hapag-LloydFoster cross-functional collaboration by participating in cross-functional area meetings and discussing solutions for daily problems involving other teamsProactively handle high level customer escalations

QUALIFICATIONSUniversity degree or equivalent5y experience in a commercial role, preferably in the maritime sectorEnglish, Portuguese and Spanish advanced Level

(written and spoken)Excellent communication skillsWorking knowledge of MS OfficeResult driven team player with a proactive attitudeAbility to work under pressureGoal and deadline drivenGood time management skillsReceptive and be able to grasp new ideas and motivate oneself for personal development