Coordinator CS

Hapag-Lloyd; Pakistan; On-site; PKR 2,008,800 - 2,678,400; Full time

Benefits offered by this job

13th month salary

Performance bonuses

Learning resources

Wellness program

Hybrid work arrangement

Employee recognition

Job summary

Hapag-Lloyd is seeking a customer experience professional to coordinate issue resolution and manage inquiries, ensuring a seamless service experience. You will educate customers on ODEX, respond promptly with expert guidance, and collect NPS feedback to drive service improvements.

You will collaborate with the ODEX team, support sales through swift responses, and participate in HIP training and process improvements to uphold company standards and delivery excellence.

Qualifications

• Masters in HR and Marketing
• Very good command of written and spoken English
• MS Office
• FIS System Knowledge
• Design & Video Editing Creation

Responsibilities

• Coordinate issue resolution to ensure timely support
• Educate customers on ODEX for smooth adoption
• Respond to inquiries with expert guidance
• Collect NPS feedback to improve services
• Act as go-to resource for import-related queries
• Collaborate with ODEX team to resolve issues
• Handle urgent email inquiries for swift resolutions
• Complete HIP training to align with company standards
• Implement new procedures and updates from management
• Manage OBL issuance and document verification for delivery

Skills

English proficiency

Adaptability

Team collaboration

Education

Masters in HR and Marketing

Tools

MS Office

FIS System Knowledge

Job description

To ensure timely and effective customer support by coordinating issue resolution, managing customer inquiries, and fostering strong relationships between customers and internal teams for a seamless service experience.

Function and duties

Customer Experience & Engagement

Customer Education: Trained customers on ODEX to ensure smooth adoption and usage.

Proactive Communication: Responded promptly to customer inquiries, providing expert guidance.

Customer Feedback: Collected NPS feedback through proactive calls to improve services.

Import Expertise: Acted as a go-to resource for import-related queries and guidance.

Project & Process Engagement

Team Collaboration: Worked with ODEX team to resolve issues and optimize platform performance.

Sales Support: Managed urgent email inquiries, ensuring swift case resolutions.

Training & Growth: Completed functional HIP training to stay aligned with company standards.

Process Improvement: Implemented new procedures and updates as communicated by management.

OBL Issuance & Documentation Management

OBL Issuance & Acceptance: Managed OBL issuance, ensuring compliance for smooth releases.

Document Verification: Ensured all documents met requirements for efficient customer delivery.

Container Release: Printed delivery orders, made amendments, and updated the system quickly.

Local Stamping: Ensured mandatory document requirements were fulfilled before release.

Operational Excellence

ODex Management: Provided SW Delivery Orders and checked payment approvals on ODEX.

Record Maintenance: Managed blank BL forms and ensured accurate data recording.

Delivery Instructions: Processed and updated delivery details in the FIS system.

Success Criteria for Position

Able to work well with others and follow guidelines

Receptive and be able to grasp new ideas and motivate oneself for personal development

Adaptability and Resilience

Very good command of written and spoken English

Masters in HR and Marketing

Design & Video Editing Creation

MS Office

FIS System Knowledge

About the Team

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.

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 programs, employee recognition program, and engagement activities to foster a positive work environment.

Work from Home arrangements Depending on 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 programs.

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.

About Us

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