Customer Service Manager

Hapag-Lloyd AG

Customer Service Manager leading a Sydney team in customer service transformation and operational efficiency for Hapag-Lloyd. Focusing on modernizing processes and enhancing customer experience.

Posted 5/13/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

RPATableau

About the role

Key responsibilities & impact

Manage & mentor a Customer Service team (of specialists, if any), fostering a high-performance culture grounded in accountability & innovation.
Monitor workload across contact center, EDI & case queues to ensure adequate coverage
Direct the change management process, ensuring that frontline staff understand the "why" behind new technologies (like RPA) & are trained to adapt effectively.
Support Team Leaders in cross-skilling staff, ensuring the team remains agile enough to handle volume spikes across the cluster.
Design & implement process changes based on Customer Engagement Score (CES) data & Pulse feedback to simplify the "Ease of Doing Business."
Ensure all organizational transformation initiatives are viewed through a customer lens, prioritizing improvements that lead to faster booking responses & more effective case resolutions.
Analyzing customer pain points to developing proactive service strategies, reducing the need for customer follow-ups & reopened cases.
Lead the identification, mapping, & re-engineering of end-to-end workflows (Bookings, Imports, and Documentation) to reduce lead times & manual touchpoints.
Apply Lean Six Sigma/process improvements methodologies to eliminate waste & variance, directly supporting the Hapag-Lloyd Quality Promise of "First Time Right."
Standardize best practices to ensure that efficiency gains never come at the expense of service quality or the customer journey.

Requirements

What you’ll need

University degree / Diploma with minimum 4-6 years of experience in Maritime industry or equivalent combination of education and experience (preferably in commercial role)
Certification: Six Sigma Yellow or Green Belt (or higher) is highly preferred
Technical Skills: Expert-level proficiency with data analysis (Excel, Power BI, Tableau or equivalent tools)
Familiarity with software used at Hapag-Lloyd such as Salesforce and FIS (Freight Information System) are highly regarded
Leadership: Demonstrated experience in managing teams and influencing stakeholders across different departments
Customer Focus: A deep understanding of how internal process efficiency translates into external customer satisfaction
Proven track record of managing process improvement or digital transformation projects
Able to communicate effectively with external and internal stakeholders
Result driven team player with a proactive attitude
Ability to work under pressure. Goal and deadline driven. Good time management skills
Critical decision making to meet with changing business environment or new information

Benefits

Comp & perks

Fulfilling career with a supportive team
Continuous development opportunities
Collaborative work environment
Hybrid work arrangements
Monthly celebrations

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisLean Six Sigmaprocess improvementchange managementworkflow mappingcustomer engagementcase resolutioncross-skillingRPAagile methodologies

Soft Skills

leadershipcustomer focuscommunicationteam managementstakeholder influenceproactive attitudetime managementcritical decision makingresult drivenability to work under pressure

Certifications

Six Sigma Yellow BeltSix Sigma Green Beltuniversity degreediploma