Note: The job is a remote job and is open to candidates in USA. Hanseatic Global Terminals is a company focused on customer service solutions, and they are seeking a Specialist Customer Service Solutions. The role involves overseeing dispute investigations, maintaining customer communication, and collaborating with various departments to ensure accurate resolution and collection processes.
Responsibilities
- Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information given to the customer in the process of handling a dispute is accurate
- 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
- Authorized to make commercial concessions during Customer calls, as deem necessary after due diligence / review of dispute
- Authorized / empowered to waive Time Pending charges (excluding out of pocket)
- In depth knowledge of Tariff and HL D&D rules, guidelines and policies
- Daily calls to customers on all invalid disputes, looking for a resolution / collection
- Conduct audits on disputes – ensure accurate reply to customers
- Daily steering and monitoring of dispute aging to ensure TAT max of 5days as of assignment to Hapag 150
- Project management experience; timely handling of deadlines, following up with other stakeholders
- Accurate handling of cluster customers for disputes / alignment on Dispute KPIs per cluster
- Subject matter expert in systems and processes to support team and conduct user acceptance testing (UAT)
- In conjunction with the Sales and Accounting departments, lends assistance in the resolution and correction of disputes and collection from customers
- Daily handling of Sales Force case. Meet all FCR – First case resolution and QP Quality promise targets
- Drive performance within the team by exceeding quality promises and KPI deliverables
- Develop quantitative analysis and data science driven models to support business decisions
- Monitor key dispute KPIs/ productivity, A/R collection status and overall performance metrics
- Prepare necessary reporting and analyses for performance reviews as requested
- Monitor business performance through QS, conduct analysis, and develop strategies to drive execution and change
- Assist in the rollout and drive the usage of new and existing product offerings by HL
- Participate in cross-functional area meetings, discussing solutions for daily problems involving other teams
- Identify training needs and ensure all team and functional training requirements are recorded and fulfilled
- Participate and support the global/regional projects related to Customer Service / Disputes
- Ensures consistent application of Hapag-Lloyd policies to all personnel actions
Skills
- Bachelor's degree in business, Logistics, or related fields
- Project management experience, high organization and time management skills
- Convey information clearly over the phone and express patience, empathy and understanding with the voice alone
- Ability to understand and communicate with people whose native language is different from your own
- Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively
- Knowledge and understanding of most shipping terms, routings, schedules and the general practices of various countries, carriers, ports, and terminals for job assignments
- Excellent written and verbal communication, including active listening and report writing
- Excellent organizational skills and attention to detail
- Strong analytical, problem-solving, and math skills
- Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet work demands
- This position is located in the United State and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law upon hire
- Minimum 3 years' experience in the Maritime Industry or the equivalent combination of education and experience preferred
Company Overview