Customer Service Vertical Country Manager GENOVA

Customer Service Vertical Country Manager
Genova
Liguria, GENOVA

PURPOSE OF THE POSITION - Deliver the highest levels of quality, be Customer centric, and able to create value for customers as well as for Hapag-Lloyd - Assure most effective team structure in line with Blueprint and market developments - Functional and disciplinary leadership of segmented verticals - Performance Management involving all CS indicators ESSENTIAL FUNCTIONS - Strong team leadership skills that inspire the team to drive performance - Review customer survey results and implement measures to continuously improve the company customer satisfaction and drive performance improvements - Identify and communicate areas of concern as well as proposals to enhance the current business processes to the Regional Customer Service and Support teams - Lead, Coach and develop the management team and the staff (as required) by coaching and regular performance reviews - Communicate new requirements, processes and procedures to the management team - Support SV's teams to deliver quality and handle customer escalation effectively - Support and promote the application of HL standards - Identify staff training needs and ensure all functional training requirements are recorded and fulfilled - Participate and support global/regional projects related to Customer Service as needed - Assist in the rollouts and drive the usage of new and existing products offered by Hapag-Lloyd - Foster cross-functional collaboration by participating in cross-functional area meetings and discussing solutions for daily problems involving other teams - Proactively handle high level customer escalations QUALIFICATIONS University degree or equivalent 5y experience in a commercial role, preferably in the maritime sector English, Portuguese and Spanish advanced Level (written and spoken) Excellent communication skills Working knowledge of MS Office Result driven team player with a proactive attitude Ability to work under pressure Goal and deadline driven Good time management skills Receptive and be able to grasp new ideas and motivate oneself for personal development