Senior Manager, Customer Service

Hapag-Lloyd AG

Lead and develop the Customer Service team for a global shipping company. Drive performance, quality, and operational excellence in Antwerp, Belgium.

Posted 7/16/2026full-timeAntwerp • 🇧🇪 BelgiumSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer service team development, focusing on performance management, coaching, and talent development. Proficient in translating strategic priorities into measurable goals and driving process improvements within the logistics and container shipping industry.

Highest-signal resume keywords

People LeadershipCustomer Service ExperienceAnalytical SkillsStakeholder ManagementBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementKPI DevelopmentRoot-Cause AnalysisProcess ImprovementAutomation Implementation

Soft Skills

CoachingProblem-SolvingClear CommunicationEngagement

Industry Keywords

Container ShippingLogisticsNVO/Forwarder EnvironmentCustomer Experience Survey

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Lead and develop the Customer Service team (incl. supervisors): hold regular one‑to‑one meetings and team briefings, coach supervisors, remove blockers so the team can deliver reliable, high‑quality service.
You will translate Area Benelux priorities into clear goals, KPIs and execution: turn Area goals into team priorities and measurable KPIs (e.g., Customer Experience Survey, response/resolution times, productivity), set targets and run a simple cadence of reviews to track progress.
You will ensure strong performance management, coaching and talent development: monitor dashboards, give regular feedback, agree development plans, and hold clear accountability conversations when needed.
You will act as a senior stakeholder in cross-functional topics and support key customer escalations when needed: partner with Sales, Operations, Trade Management and others; lead swift, structured responses to major escalations and ensure corrective actions are implemented.
You will drive process improvement (quality, efficiency, standardization) and embed sustainable change: lead practical improvement work (root‑cause analysis, quick wins, standardization), push for automation/system fixes where useful, and lock changes in with training and updated procedures.

Requirements

What you’ll need

Proven people leadership and the ability to create structure, ownership, and engagement.
Experience in customer service within container shipping / logistics (NVO/forwarder environment).
Strong analytical and problem-solving skills; you turn insights into action.
Confident communicator with strong stakeholder management skills.
Customer-first mindset with commercial awareness.
You communicate clearly in Dutch and English.

Benefits

Comp & perks

A visible leadership role with real influence on customer experience and team growth.
Freedom to improve how we work and shape the future of Customer Service.
Join a global carrier with high quality ambitions and strong development opportunities.
A meaningful leadership role with real influence on customer experience, team development, and operational performance in Area Benelux.
Hybrid working options
A competitive total rewards package
Learning & development: access to training, leadership development, and opportunities to grow within a global organization.
A strong collaborative culture across departments
International exposure: work in a global network with diverse stakeholders and best-practice sharing at a global level.
Focus on well-being and sustainable ways of working, with an open feedback culture and room to bring ideas to life.