Description The primary objective of the role is delivering excellent service to our customers by delivering efficient and cost-effective solutions. Coordination teams are expected to collaborate effectively with colleagues in other areas of the business to increase internal efficiencies and provide significantly improved service quality. Responsibilities Liaise with customers to provide high quality customer experience via telephone, live chat, emails and cases. Work closely with customers to support their enquires, understand their needs and proactively provide solutions. Act as point of entry on potential claim requests. Support customers in the planning of new business in cooperation with the sales team. Process customer change of destination requests using the most efficient route. Ensure timely provision of operational services in conjunction with other departments. Handle shipment related internal exceptions. Follow all the necessary procedures for special cargo approval ensuring customers are kept fully up to date through the survey and loading process. Ensure cost recovery for exceptional cost items in a timely manner. Prevent revenue leakage by ensuring timely communication with customers and follow up on additional services. Build expertise in all topics related to export bookings. Follow standard operating procedures and new process requirements as and when communicated. Demonstrate a thorough understanding of the department’s Key Performance Indicators and proactively strive to achieve them. Demonstrate a sound understanding of the Quality Promises. Demonstrate a sound understanding of Hapag-Lloyd digital products and tools. Qualifications At least 2 years’ experience in liner shipping or similar. A commitment to delivering excellent customer service. Good verbal and written communication skills. A team player with a sense of personal responsibility and accountability. The ability to work proactively in a structured, organised and analytical manner. Capable of working with multiple systems and supportive of digital transformation.