Supervisor Customer Service Invoicing

Hapag Lloyd AG; Valparaíso; On-site; CLP 18,000,000 - 30,000,000; Full time

Job summary

Hapag-Lloyd AG in Chile seeks a Customer Service Team Lead to coach and develop staff, conduct performance reviews, and ensure adherence to HL standards. The role emphasizes process communication and staff training within a dynamic shipping environment.

The successful candidate will drive invoicing accuracy, manage escalations, and monitor KPI performance while coordinating with cross-functional teams and maintaining compliance with policies and local regulations.

Qualifications

• University degree in Business Administration, Foreign Trade, International Business or equivalent.
• Minimum 3 years experience in shipping and Foreign Trade.
• Proficient with MS Office (Excel, PowerPoint, Word).
• Advanced English and Spanish language skills.
• Excellent written and verbal communication.
• Knowledge of FIS and HL systems.

Responsibilities

• Coach and develop staff with regular performance reviews.
• Communicate new requirements, processes and procedures to staff.
• Promote HL standards and document local manuals and guidelines.
• Identify training needs and track all training requirements.
• Participate in cross-functional area meetings to solve daily problems.
• Manage the Customer Service Support team day-to-day activities.
• Serve as entry point for escalations to Customer Service Support Manager.
• Drive team performance to exceed quality promises and KPI targets.
• Monitor invoice accuracy and reduce billing errors and rework.
• Manage complex invoice-related escalations and timely resolutions.
• Monitor and report team performance via invoicing KPIs and productivity metrics.
• Lead continuous improvement and automation in Invoice Handling processes.
• Ensure compliance with company policies, financial controls, and local regulations.

Skills

Communication skills

Team player

Time management

Adaptability

Proactive mindset

Education

University degree

Tools

MS Office

FIS

HL systems

Excel

PowerPoint

Word

Job description

The main responsibilities and tasks of the position are:

Coach and develop staff, with regular performance reviews.

Communicate new requirements, process and procedures to the staff.

Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable.

Identify training needs and ensure all team and functional training requirements are recorded and fulfilled.

Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.

Manage the Customer Service Support team in the day-to-day activities

Act as point of entry for escalations to Customer Service Support Manager.

Drive performance within the team by exceeding Quality promises and KPI deliverables.

Monitor invoice accuracy and drive initiatives to reduce billing errors and rework.

Manage complex invoice-related customer escalations and ensure timely resolution.

Monitor and report team performance through invoicing KPIs and productivity metrics.

Lead continuous improvement and automation initiatives within Invoice Handling processes.

Ensure compliance with company policies, financial controls, and local regulatory requirements.

Qualifications

Requirements and Qualifications:

University Degree, Business Administration, Foreign Trade, International Business Engineer or equivalent.

Min 3 years experience in in shipping Industry and Foreign Trade.

Proficient in MS-Office products (Excel, PowerPoint, Word)

Advanced knowledge of English and Spanish

Excellent written and verbal communication skills.

Comprehensive knowledge of FIS and other Hapag-Lloyd systems.

Results-oriented team player with a proactive and collaborative approach.

Ability to work effectively under pressure and manage competing priorities.

Strong goal and deadline orientation.

Excellent time-management and organizational skills.

Open and receptive to new ideas, with the ability to learn quickly and adapt to change.

Self-motivated and committed to continuous personal and professional development.

Please note: this position is only open for employee located in Chile.