Customer Service Supervisor — Hybrid Growth & Coaching

Hapag-Lloyd AG

Atlanta (GA)

Hybrid

USD 65,000 - 90,000

Full time

2 hours ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

401(k) with company match

Health, dental, and vision insurance

Hybrid work environment

Bonus program

Job summary

Hapag-Lloyd is seeking a Supervisor of Customer Service in the United States to oversee daily operations of a customer service team, ensure policy adherence, and drive KPI performance. This role involves training staff, assigning workloads, and coordinating with cross-functional teams to resolve issues and improve service delivery.

The ideal candidate has 3+ years in maritime customer service, strong communication, and a solid grasp of shipping terms and processes.

Qualifications

Associate degree or equivalent in business, logistics, or related field.
Minimum 3 years of experience in the maritime industry or equivalent.
Able to convey information clearly by phone with patience and empathy.
Communicate effectively with people whose native language differs from your own.
Polite when asking for repetition, calm under pressure, and manage multiple calls.
Knowledge of shipping terms, routings, schedules and carrier/ports practices.

Responsibilities

Oversee day-to-day operations of a group of Customer Service staff.
Train and develop staff; assign work and manage overtime.
Ensure accurate information on services provided to accounts.
Collaborate with Global Service Center on documentation, import/export processes.
Drive KPI performance and provide coaching with regular reviews.
Support escalation and resolve disputes in collaboration with Sales and Accounting.