Customer Solutions - Counter Coordinator

Hapag-Lloyd AG; Johor Bahru; On-site; MYR 48,000 - 72,000; Full time

Job summary

Hapag-Lloyd AG Malaysia is seeking a Customer Solutions - Counter Coordinator to support daily counter operations, handle customer inquiries, and coordinate documentation and logistics with Sales. The role requires a university degree or diploma, good English, and MS Office proficiency, with a proven ability to work well in a team.

You'll participate in customer meetings, manage escalations, and ensure accuracy of OBL and DO documentation while maintaining compliance with local regulations.

Qualifications

• University degree or diploma or equivalent.
• Very good command of written and spoken English.
• Working knowledge of MS Office.
• Able to work well with others and follow guidelines.
• Receptive and able to grasp new ideas for personal development.

Responsibilities

• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Manage customs-related activities, acting as the key point of contact for internal and customs matters, ensuring compliance with local regulations.
• Handle documentation processes including OBL issuance, amendments, DO processing, container release, and verification of documents.
• Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
• Perform daily payment postings, monitor cash outstanding, and identify missed collections.
• Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
• Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis.
• Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
• Identify new customer requirements and propose improvements to management.
• Support Sales on customer commitments and service quality delivery.
• Ensure timely and proactive responses to emails and customer communications.
• Maintain blank BL form stationery records for OBL printing at customer premises.
• Process urgent BL amendments when required.
• Demonstrate proactiveness in daily emails and customer requests.

Skills

MS Office

English proficiency

Team collaboration

Education

University degree

Diploma or equivalent

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Solutions - Counter Coordinator

CorporateDescription

Hapag-Lloyd is one of the world's leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide . With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU , we keep global trade moving reliably every day.
Our global network spans 140 countries , 400 offices , and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high'‘quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.

Your Journey, Our Horizon

OrganizationDescription

Competitive salary and performance-based incentives
We offer market-aligned compensation with opportunities for merit-based reviews, 13th month salary and performance bonuses where components would vary based on local market practices and legal requirements.

Competitive leave entitlements
Including annual leave, medical leave, and other statutory leaves as applicable in your country of employment.

Healthcare coverage
Medical insurance and Flexible benefits to support your physical and mental wellbeing. Coverage will vary based on local market practices.

Career mobility and Learning and development support
Access to learning resources (like LinkedIn Learning), professional development programs and internal mobility programs to support your development across teams, functions, and geographies.

Employee recognition and wellness initiatives
Initiatives include wellness programmes, employee recognition programme, and engagement activities to foster a positive work environment.

Work from Home arrangements
Depending on the nature of role; hybrid work arrangements are available with minimum 3 days in office and up to 2 days work from home schedules to support work-life integration with some variations based on local market conditions.

Commitment to sustainability and social impact
We are dedicated to responsible business practices, with ongoing efforts in environmental sustainability and community engagement through corporate social responsibility programmes.

Diversity, equity and inclusion
We are proud to be an inclusive employer, committed to building a diverse workforce and creating a workplace where all employees feel respected, supported, and empowered to thrive.

Qualifications

University degree, Diploma or equivalent

Very good command of written and spoken English

Working knowledge of MS Office

Able to work well with others and follow guidelines

Receptive and be able to grasp new ideas and motivate one's self for personal development

Responsibilities

• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Participate in customer-facing meetings (F2F) and joint visits with Sales to support customer engagement and service delivery.
• Handle customer inquiries in the local language and manage all Customer Service escalations effectively.
• Support onboarding of new customers, including explanation of service setup, Quality Promises, digital tools, and OBL processes.
• Manage customs-related activities, acting as the key point of contact for internal and
• customs matters, while ensuring compliance with local regulations and communicating updates to stakeholders.
• Handle documentation processes including OBL issuance, amendments, delivery order (DO) processing, container release, and verification of documents in line with agent manuals and local requirements.
• Ensure all mandatory document stamping and customs requirements are fulfilled prior to release of documents to customers.
• Perform daily payment postings, monitor cash outstanding, and identify missed collections.
• Maintain proper records for BL stationery and ensure compliance with OBL printing processes.
• Analyze case and call statistics to identify improvement opportunities and perform root-cause analysis for recurring issues.
• Participate in cross-functional meetings to resolve operational challenges and improve service delivery.
• Identify new customer requirements and propose improvements to management.
• Support Sales on customer commitments and service quality delivery.
• Ensure timely and proactive responses to emails and customer communications.
• Maintain blank BL form stationery records in line with process requirements for OBL printing at customer premises.
• Process urgent BL amendments when required.
• Demonstrate proactiveness in responding to daily emails and customer requests.