Customer Service SV Coordinator

Hapag-Lloyd AG; Gdańsk; Hybrid; PLN 52,000 - 76,000; Full time

Benefits offered by this job

Annual bonus

Group life insurance

Volunteer initiatives

Modern office in Gdańsk (Alchemia)

Learning management system

Hybrid work model

Green commuting allowance

Job summary

Hapag-Lloyd AG in Gdańsk is seeking a customer service professional to act as the primary contact for customers, handling bookings, inquiries, and claims using the case and FIS systems.

The role emphasizes quality, KPI-driven service, and the use of digital tools. Fluent English and MS Office are required, along with teamwork and a proactive, learning mindset. Hybrid work Model.

Qualifications

• Minimum of 1 year of experience in the transport or logistics sector.
• University degree or equivalent.
• Very good command of written and spoken English.
• Working knowledge of MS Office.
• Able to work well with others and follow guidelines.
• Positive attitude.
• Receptive and be able to grasp new ideas and motivate one’s self for personal development

Responsibilities

• Deliver high quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd.
• Handle direct communication with Customer (all means of communication).
• Act as point of entry on potential claim requests.
• Handle all booking inquiries via case system / FIS system.
• Verify and bill additional costs / fees to customer where applicable.
• Build Expertise in all topics related to handled Business Task.
• Follow standard processes and new requirements as communicated by management.
• Complete all functional HUB Training timely.
• Promote digital tools and services.
• Ensure all customer service activities align with KPIs.
• Aim to achieve high customer satisfaction by consistently improving service quality, with a focus on maintaining or increasing Net Promoter Score (NPS)

Skills

Teamwork

Willingness to learn

Positive attitude

Education

University degree or equivalent

Tools

MS Office

Job description

Main objectives

• Deliver the high level of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
• Handle direct communication with Customer (all means of communication)
• Act as point of entry on potential claim requests
• Handle all booking inquiries via case system / FIS system
• Verify and bill additional costs / fees to customer where applicable
• Build Expertise in all topics related to handled Business Task
• Follow standard processes and new requirements as communicated by management
• Complete all functional HUB Training timely
• Promote digital tools and services
• Ensure all customer service activities align with key performance indicators (KPIs)
• Aim to achieve high customer satisfaction by consistently improving service quality, with a focus on maintaining or increasing Net Promoter Score (NPS)

Qualifications

• Minimum of 1 year of experience in the transport or logistics sector
• University degree or equivalent
• Very good command of written and spoken English
• Working knowledge of MS Office
• Able to work well with others and follow guidelines
• Positive attitude
• Receptive and be able to grasp new ideas and motivate one’s self for personal development

About the Team

Area North is a diversified Hapag-Lloyd Area covering for Scandinavian and Baltic countries with a mixture of own offices and agencies. Area’s main office is located in a new modern premises at Alchemia in Gdańsk, hosting other international companies and providing an agile international environment, which fits well to the Hapag-Lloyd strategy.

We offer

• Attractive annual bonus (depending on company performance results)
• Group life insurance and employee capital plan (PPK)
• Charity and volunteer initiatives
• Modern and well-connected office (Alchemia complex in Gdansk Oliwa)
• Internal learning management system
• Flexible working hours and home office possibility (hybrid work model)
• Green commuting allowance

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

Job Info

• Job Identification 4759
• Job Category Customer Service
• Posting Date 09/17/2026, 12:14 PM