Customer Solutions Manager, Seafreight

Hellmann Worldwide Logistics SE & Co. KG; Indonesia; On-site; IDR 600,000,000 - 1,200,000,000; Full time

Job summary

Hellmann Worldwide Logistics SE & Co. KG is establishing a Customer Solutions Manager within the Seafreight organization.

You will lead a growing team, oversee onboarding and implementation, and set governance, KPIs and escalation processes to ensure service excellence. You will collaborate with Sales, Product, Customer Service, Operations, Customs and our international network to translate customer requirements into practical, scalable operating solutions and drive continuous improvement to

Qualifications

• Experience leading customer solutions teams.
• Strong stakeholder management and communication.
• Proven track record in onboarding and implementation.

Responsibilities

• Lead and develop the Customer Solutions team for seafreight programs.
• Oversee onboarding and implementation of new customers and complex solutions.
• Establish governance, KPIs, and escalation paths for key accounts.
• Drive continuous improvement and customer experience initiatives.
• Coordinate with Sales, Product, Operations and Finance for program success.

Skills

Leadership

Customer onboarding

Cross-functional collab

Project management

Education

Bachelor's degree in Business/Related

Tools

CRM systems

MS Office

Job description

About UsReady to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward-Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 14.000 employees in more than 241 locations worldwide.For the better. Together.About this roleAs part of our continued business expansion and commitment to strengthening the customer experience, we are establishing a Customer Solutions Manager role within the Seafreight organization.This new leadership position will play a key role in shaping and developing our Customer Solutions function, ensuring that new and existing business is supported by strong customer onboarding, implementation, service governance, and continuous improvement.You will work closely with Sales, Product, Customer Service, Operations, Customs, and our international network to translate customer requirements into practical and sustainable operating solutions. You will lead the Customer Solutions team, oversee strategic and complex customer implementations, manage major service escalations, and drive improvements that strengthen customer satisfaction and retention.The role provides an opportunity to build and develop a growing function, influence how we serve our customers, and contribute directly to the future development of our Seafreight business.Key Objectives1. Lead and develop the Customer Solutions function and team2. Ensure successful onboarding and implementation of new and strategic customers3. Establish and maintain effective customer governance, SOPs, KPIs, and escalation processes4. Oversee service performance and major customer escalations5. Drive continuous improvement and customer experience initiatives6. Strengthen customer satisfaction and retention7. Promote cross-functional collaboration and operational alignment8. Support strategic business growth through scalable and sustainable customer solutionsDuties and responsibilitiesTeam Leadership & DevelopmentLead and develop the Customer Solutions team to ensure consistent service quality and executionSet priorities, allocate responsibilities, and monitor team workloadProvide coaching, guidance, and support to team membersConduct regular team meetings and performance reviewsDevelop team capabilities in customer management, implementation, problem solving, and continuous improvementPromote a customer-focused, collaborative, and accountable working cultureCustomer Onboarding & ImplementationOversee onboarding and implementation of new customers, significant new business, and complex customer solutionsEnsure customer requirements are clearly understood and translated into practical operating processesEstablish implementation plans, responsibilities, timelines, and escalation pathsCoordinate with Sales, Product, Customer Service, Operations, Customs, Finance, and other relevant stakeholdersMonitor implementation progress and address risks or gaps requiring management attentionEnsure new business is properly stabilized before transitioning into regular operationsCustomer Governance & Performance ManagementEstablish and maintain appropriate customer governance models for strategic and complex accountsEnsure customer SOPs, KPIs, responsibilities, and escalation paths are clearly defined and maintainedMonitor customer service performance and identify recurring gaps or improvement opportunitiesLead or support customer service reviews and performance meetingsEnsure agreed actions are properly assigned, tracked, and completedWork with operational teams to ensure consistent execution of agreed customer requirementsEscalation and Issue ManagementAct as the senior escalation point for significant customer service issuesLead coordination of complex escalations across internal functions, overseas stations, and other stakeholdersEnsure appropriate root cause analysis is conducted for recurring or significant service failuresDrive corrective and preventive actions and monitor their effectivenessMaintain oversight of critical escalations until resolutionEnsure lessons learned are incorporated into customer processes and operating practicesContinuous Improvement & Customer ExperienceIdentify opportunities to improve customer experience, service quality, efficiency, and consistencyLead continuous improvement initiatives across customer-facing and operational processesDrive standardization of customer processes where appropriateSupport automation and digitalization initiatives that improve customer experience or internal efficiencyUse customer feedback and service performance information to identify improvement prioritiesPromote preventive solutions rather than repeated reactive issue handlingStrategic Account & Commercial SupportPartner with Sales and Product teams in developing solutions for strategic and complex customersSupport operational solution design during major tenders or customer development opportunitiesAssess operational feasibility and service requirements before implementationParticipate in strategic customer meetings and business reviews when requiredSupport customer retention and business development by ensuring service solutions are practical, sustainable, and scalableProvide operational and customer insights to support commercial decision-makingCross-Functional and Network CollaborationWork closely with Customer Service, Operations, Product, Sales, Customs, Finance, and other relevant functionsCoordinate with overseas stations and regional teams to achieve consistent customer service deliveryFacilitate alignment between commercial commitments and operational capabilitiesRepresent Customer Solutions in relevant cross-functional meetings and projectsPromote collaboration and clearly defined ownership across departmentsReporting & Management SupportMonitor customer implementation, service performance, escalations, and improvement activitiesPrepare management updates highlighting key issues, risks, trends, and improvement prioritiesProvide insights to Seafreight management regarding customer requirements and service development opportunitiesSupport resource and workload planning for Customer Solutions functionEnsure appropriate documentation and governance standards are maintainedCompliance & Risk ManagementEnsure customer solutions comply with company policies, SOPs, contractual requirements, and applicable regulationsIdentify operational and customer service risks and coordinate appropriate mitigation actionsSupport internal and customer audits where requiredEnsure significant compliance gaps or operational risks are escalated to appropriate managementPromote appropriate handling of customer and company informationInclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!If you are excited by this fantastic opportunity and have what it takes, then click APPLY!