Supervisor Customer Service

Hapag-Lloyd AG; Atlanta (GA); Hybrid; USD 65,000 - 90,000; Full time

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.

Skills

Team leadership

Customer service

Communication

Problem solving

Multitasking

Shipping terms knowledge

MS Office

Education

Associate degree in business, Logistics, or related fields

Tools

Excel

Word

PowerPoint

Teams

Job description

At Hapag-Lloyd, we Will support the further development of your skills in our culturally diverse, stimulating environment as you help us grow our customer base. As the Supervisor of Customer Service, the incumbent in this position oversees the day-to- day operations of a group of employees. This includes training and developing staff, assigning work, as well as interpreting and ensuring the consistent application of organizational policies. This person possesses and applies knowledge of the principles, practices, and procedures of a particular field of specialization. The Supervisor may initiate and communicate a variety of personnel actions, including the scheduling/ approving of overtime

Responsibilities

• Maintains up-to-date knowledge of all services that Hapag-Lloyd Offers and ensures that the information given to the account base is accurate.
• Assist in the rollout and drive the usage of new and existing product offerings by HL
• Participate in cross functional area meetings, discussing solutions for daily problems involving other teams.training needs and ensure all team and functional training requirements are recorded and fulfilled.
• Work in conjunction with GSC Global Ser,'ice Center to ensure that documentation, import and export relateddocuments are prepared and released as required.
• Adherence to PREX Process Excellence, process as detailed in HIP
• Participate and support the global/regional projects related to Customer Service
• Subject matter expert in systems and processes to support team and conduct user acceptance testing (UAT) In conjunction with the Sales and Accounting departments, lends assistance in the resolution and correction of disputes.
• Supports the Customer Service team with issues and inquiries, acts as added level of escalation.
• Ensures consistent application of Hapag-Lloyd policies to all personnel actions.
• Act as back-up for team (coordinators) when necessary (e.g„ unexpected cover issues/volume influx)
• Drive performance within the team by exceeding quality promises and KPI deliverables
• Coaching and develop staff, with regular performance reviews.
• Communication new requirements, processes and procedures to the staff

Qualifications

• Associate degree in business, Logistics, or related fields
• Minimum 3 years' experience in the Maritime Industry or the equivalent combination of education and experience preferred.
• Convey information clearly over the phone and express patience, empathy and understanding with the voice alone.
• Ability to understand and communicate with people whose native language is different from your own.
• Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively.
• Knowledge and understanding of most shipping terms, routings, schedules and the general practices of various countries, carriers, ports, and terminals for job assignments.
• Excellent written and verbal communication including active listening and report writing.
• Excellent organizational skills and attention to detail.
• Strong analytical, problem-solving, and math skills.
• Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet work demands.

This position is located in the United State and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law upon hire.

WORKING CONDITONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the incumbent is regularly required to sit, talk and hear. The incumbent regularly uses hands and fingers in the course of daily job duties, including the use of a personal computer. The vision requirement includes close Vision. May incur mental stress due to time deadlines. May need to lift up to 15 pounds at times.

About the Team

At Hapag - Lloyd, we are committed to creating a workplace where innovation, collaboration, and employee well-being thrive. As part of our team, you'll experience a dynamic and inclusive culture that values your contributions and supports your professional growth.

At Hapag - Lloyd, we are committed to creating a workplace where innovation, collaboration, and employee well-being thrive. As part of our team, you'll experience a dynamic and inclusive culture that values your contributions and supports your professional growth.

We offer:

• Attractive Annual Bonus – Based on company performance, recognizing your impact on our success.
• Hybrid Work Environment – Enjoy the flexibility of working remotely while staying connected with three in-office days per week.
• Modern Office Space – Our state-of-the-art office fosters creativity, collaboration, and comfort.
• Public Transportation Support – We help cover commuting costs to make your daily travel easier and more affordable.
• Comprehensive Benefits Package – Including 401(k) with company match, and health, dental, and vision insurance plans.

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