Supervisor Customer Service Invoicing

Hapag-Lloyd; Viña del Mar; On-site; CLP 24,000,000 - 42,000,000; Full time

Job summary

Hapag Lloyd seeks a results-oriented professional to coach and develop a Customer Service Support team in Chile. You will conduct regular performance reviews, communicate new requirements, and promote HL standards.

You will document local procedures and identify training needs to enhance team capabilities. You will participate in cross-functional meetings, manage daily operations, and act as the escalation entry point for the Customer Service Support Manager.

Qualifications

• University Degree or equivalent (Business Administration, Foreign Trade, Intl. Business).
• Min 3 years experience in shipping and foreign trade.
• Proficient in MS-Office (Excel, PowerPoint, Word).
• Advanced knowledge of English and Spanish.
• Excellent written and verbal communication.

Responsibilities

• Coach and develop staff with regular performance reviews.
• Communicate new requirements, process and procedures to staff.
• Promote HL standards and document local manuals/guidelines.
• Identify training needs and ensure training requirements are fulfilled.
• Participate in cross-functional area meetings to discuss solutions.
• Manage the Customer Service Support team daily operations.
• Act as entry point for escalations to Customer Service Support Manager.
• Drive performance by exceeding quality promises and KPI deliverables.
• Monitor invoice accuracy and lead initiatives to reduce billing errors.
• Manage complex invoice-related escalations and ensure timely resolution.
• Monitor and report team performance via invoicing KPIs and productivity metrics.
• Lead continuous improvement and automation within Invoice Handling processes.
• Ensure compliance with company policies, financial controls, and local regulations.

Skills

Staff coaching

Performance reviews

Communication

Time management

Organizational skills

Adaptability

Teamwork

Education

Bachelor’s degree in Business Administration / Foreign Trade / International Business engineering

Tools

MS-Office (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.

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.