Customer Service Coordinator (Shipping)

Hapag-Lloyd Business Services (Malaysia) Sdn. Bhd; Petaling Jaya; On-site; MYR 36,000 - 58,000; Full time

Job summary

Hapag-Lloyd AG is seeking a Customer Service Coordinator in Malaysia to handle customer calls and correspondence, serving as the entry point for service queries. You will process customer requests, coordinate with dispatch on-carriage, and manage container releases and special equipment needs within FIS.

The role requires shipping experience, strong English communication, and MS Office skills. A university degree or diploma with relevant experience is preferred, with opportunities to grow in a

Qualifications

• University degree or Diploma with 3+ years of experience in Customer Service, preferably in Shipping/Maritime.
• Experience in Shipping is required.
• Experience in the Maritime Industry preferred.
• Able to communicate in English, both verbal and written.
• Proficient in MS Office.

Responsibilities

• Handle Customer phone calls.
• Handle correspondence with customers.
• Act as point of entry for Customer Service related queries.
• Process requests from customers and update FIS with relevant details.
• Announce on-carriage to the transport dispatch team on customer request.
• Trigger full container releases in FIS on customer request.
• Handle special equipment requests on customer request.
• Verify transport exceptions and bill additional costs/fees to customer where applicable.
• Handle revenue dispute capturing.
• Handle re-export/return shipments.
• Propose actions with managers to improve import efficiency.
• Build expertise in all topics related to Customer Service.
• Follow standard processes and new requirements as communicated by management.
• Complete all functional HIP training timely.

Skills

Customer service

English proficiency

MS Office

Team collaboration

Education

University degree or Diploma

Tools

MS Office

Job description

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd

Main Tasks:

• Handle Customer phone calls
• Handle cases correspondence with customer
• Act as point of entry for Customer Service Related queries
• Process the request from customers and update FIS with relevant details
• On customer request, handle all relevant activities to announce on-carriage to the transport dispatch team
• On customer request, trigger full container releases in FIS
• On customer request, handle special equipment requests
• Verify transport exceptions and bill additional costs/fees to customer where applicable
• Handles revenue dispute capturing
• Handle re-export/return shipments
• Propose and discuss with the managers actions to improve the import efficiency
• Build Expertise in all topics related to Customer Service
• Follow standard processes and new requirements as communicated by management
• Complete all functional HIP training timely

Qualifications and Technical Job Requirements:

• University degree or Diploma with 3 year and above of experience in Customer Service and preferably in the Shipping/Maritime industry.
• Experience in Shipping is required
• Experience in the Maritime Industry preferred.
• Able to communicate in English, both verbal and written
• Able to work well with others and follow guidelines
• Proficient in MS Office
• Positive and pleasant attitude with customer service mindset
• Receptive and be able to grasp new ideas and motivate one’s self for personal development

Hapag-Lloyd AG is a German international shipping and container transportation company. It is currently the world's fifth largest container carrier in terms of vessel capacity.

250 modern ships, 11,8 million TEU (Twenty-foot Equivalent Unit) transported per year, around 13,400 motivated employees in 394 offices in 130 countries. Hapag-Lloyd is a leading global liner shipping company and a powerful partner for you.

We offer a fleet with a total capacity of 1.8 Million TEU, as well as a container stock of approximately 2.8 million TEU including one of the world’s largest and most modern reefer container fleets. A total of 121 liner services worldwide ensure fast and reliable connections.

Hapag-Lloyd AG is a German international shipping and container transportation company. It is currently the world's fifth largest container carrier in terms of vessel capacity.

250 modern ships, 11,8 million TEU (Twenty-foot Equivalent Unit) transported per year, around 13,400 motivated employees in 394 offices in 130 countries. Hapag-Lloyd is a leading global liner shipping company and a powerful partner for you.

We offer a fleet with a total capacity of 1.8 Million TEU, as well as a container stock of approximately 2.8 million TEU including one of the world’s largest and most modern reefer container fleets. A total of 121 liner services worldwide ensure fast and reliable connections.

What can I earn as a Customer Service Coordinator