With a fleet of 292 modern container ships and a total transport capacity of 2.3 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies.
In the Liner Shipping segment, the Company has around 13,700 employees and 399 offices in 139 countries.
Hapag-Lloyd has a container capacity of 3.4 million TEU – including one of the largest and most modern fleets of reefer containers.
A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents.
In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 20 terminals in Europe, Latin America, the United States, India and North Africa.
3,000 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.

Hapag-Lloyd AG

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customer-support

Hapag-Lloyd AG is a leading global shipping company specializing in container transportation, providing services for international trade. They offer a comprehensive online business suite for booking, tracking, and managing shipments, along with tools for customer service and performance management. With a fleet of 292 vessels and a commitment to quality and digitalization, Hapag-Lloyd facilitates efficient and sustainable logistics solutions worldwide.

With a fleet of 292 modern container ships and a total transport capacity of 2.3 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,700 employees and 399 offices in 139 countries. Hapag-Lloyd has a container capacity of 3.4 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 20 terminals in Europe, Latin America, the United States, India and North Africa. 3,000 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.

• Ensure adherence with all Booking, Dangerous Cargoes regulations
• Ensure daily CRM case handling, review productivity. 65 cases, per day
• Follow-up with customers via phone and email on missing DG / Booking information
• Handle timely escalation of GSC teams
• Work to ensure no cargo dwells over 7 days
• Work with PTO / OPS team to coordinate loading of cargoes
• Coordinator with DG – Cargo Patrol team, DG GSC teams to ensure timely approval of DG.
• Ensure IMO documentation is received for loading
• Work with GSC Vessel Balancing team to ensure proper handling booking cancellations, rolls – with correct remarks (Vessel balancing).
• Trace cargoes dwelling, work with GSC to ensure all requirements are met to load cargoes
• Ensure highest quality is offered to our customers, external and internal
• Handle COD’s request – and coordinate with GSC where required

Coordinator, Customer Service – Vessel Balancing

Coordinator role in Booking, Dangerous Cargo, and Vessel Balancing at Hapag-Lloyd. Delivering quality service and facilitating cargo handling processes while ensuring compliance.

• Oversees the investigation, research of disputes, and works closely with other departments to provide our customers with accurate information regarding their dispute.
• Responsible for direct customer communication, as well as assist in collection process.
• Maintains up-to-date knowledge of all services that Hapag-Lloyd offers.
• Expertise in rate agreement FIS screen; creation of a rate agreement; amendments.
• Knowledge on interpreting service contract language / Briefcase repository.
• Authorized to negotiate disputes with customer, in agreement with Hapag Lloyds RNA Waiver guidelines.
• Conduct audits on disputes – ensure accurate reply to customers.
• Daily steering and monitoring of dispute aging to ensure TAT max of 5 days as of assignment to Hapag 150.
• Prepare necessary reporting and analyses for performance reviews as requested.

Customer Service Specialist

Customer Solution Dispute specialist overseeing and researching disputes while providing accurate information to Hapag-Lloyd customers. Collaborating with various departments to ensure efficient dispute resolution and customer communication.

• Provide full customer service on all inbound questions including arrival information, charges due, delivery location of cargo and information on Bill of Lading and Manifest to consignee.
• Adhere to PREX, Process Excellence, as available in HIP.
• Prepare Customs Manifests and Freight Manifests where applicable.
• Collaborate with GSC Global Service Centers on import document preparation and release as required.
• Capture any import disputes communicated directly by customer or GSC.
• Review and attend to any queries presented by GSC Global Service Center regarding import cargo issues.
• Communicate with internal and external customers via e-mail and phone when additional information is necessary for a shipment.
• Facilitate the release of cargo including clearance for in-bound moves, customs clearance in Terminal systems, notification of Customs for cargo ordered to General Order, and filing Customs entry for empty containers.
• Arrange Mini Land Bridge transportation and bookings on carriage in conjunction with GSC team as necessary.
• Prepare cargo release, issue delivery orders and support customers with proper information and processes in conjunction with the GSC team as necessary.
• Contact customers if goods are placed on hold by Customs or Agriculture.
• Keep proper archives and maintain files of data as required by ISO9002 where applicable.
• Investigate and resolve problems.
• Communicate with Customs regarding correction letters and/or other relevant information pertaining to a shipment.
• Prepare invoices for any additional charges that may have been incurred on a shipment.

Customer Service Coordinator

Coordinator of Sales Steering Imports at Hapag-Lloyd driving customer performance and satisfaction through effective sales steering efforts. Collaborating closely with Trade Management for business opportunities and customer service.

manager

• Leading and managing the team in TM Uptake Management Middle East, based in Dubai.
• Responsible for optimization of vessel/voyage utilization on designated services and trades based on commercial guidelines.
• Maintain close collaboration and cooperation with Regional Commercial, Regional Operations, Area Commercial Steering, Customer Service / GCC and Cargo Operations.
• Analyse optimization potential and costs and work on proposals together with TM Pricing&Steering.
• Ensure adherence to global processes and guidelines within the team.
• Regular exchange with other team leads on best practices and expertise.
• Regular evaluation of system and process knowledge of the team members, coordination of training requirements with the Director TM Uptake Management.
• Initiate FIS Allocation Management development needs, participate in projects and roll-out.
• Organize working time requirements and workload in the teams and appropriate distribution of services, as well as back-up or replacement arrangements.
• Alignment on team relevant topics with all stakeholders.
• Point of entry for general trade related issues.

Senior Manager, TM Uptake Management

Senior Manager TM Uptake Management leading the team in Dubai for vessel utilization optimization.
Managing collaboration across departments to enhance operations.

project-manager

• Translate HL 2030 strategic objectives into clear project concepts, frameworks, and execution roadmaps
• Continuously assess voice of customer insights, market trends, and competitive dynamics to shape and support strategic priorities
• Lead end-to-end project delivery, from planning and implementation through rollout and post-launch stabilization
• Partner with IT, Digital, Process Excellence, and other functional teams to deliver scalable and sustainable solutions
• Drive alignment across diverse stakeholder groups through structured governance forums and engagement models
• Manage stakeholder expectations, resolve conflicts, and ensure timely, well-informed decision-making
• Create C-level–ready reporting and updates using Salesforce Analytics, Qlik Sense dashboards, and tailored stakeholder feedback
• Enable senior leadership to make data-driven decisions through concise, insight-focused communications across Head Office and Regions
• Track KPIs, milestones, and benefits realization to ensure delivery of committed outcomes
• Lead performance management initiatives linked to the HL 2030 strategy, driving continuous progress
• Build, lead, and develop a team of project and program managers to deliver on the “Undisputed No. 1 for Quality” strategy
• Provide coaching and mentorship, supporting continuous improvement and professional development

Senior Strategic Project Manager – Customer Quality

Senior Project Manager leading global transformation initiatives at Hapag-Lloyd. Ensuring execution and measurable business outcomes through cross-functional collaboration and strategic planning.

Hapag-Lloyd AG

About the company

Open jobs

5 jobs found

Coordinator, Customer Service – Vessel Balancing

Hapag-Lloyd AG

Customer Service Specialist

Hapag-Lloyd AG

Customer Service Coordinator

Hapag-Lloyd AG

Senior Manager, TM Uptake Management

Hapag-Lloyd AG

Senior Strategic Project Manager – Customer Quality

Hapag-Lloyd AG