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 J-18808-Ljbffr