Coordinator CS counter

Main Objective: Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd. Main Tasks: Serve as the first point of contact for walk-in customers, freight forwarders, transporters, and other stakeholders visiting the customer service counter. Provide prompt and professional assistance to customers, resolving queries where possible and escalating complex issues to the appropriate department. Process the issuance and acceptance of Bills of Ladings in accordance with company policies and procedures. Verify customer payment confirmations received through approved payment channels before releasing cargo or documents. Process Delivery Order (DO) issuance, including printing, amendments, and immediate updates in the customs system whenever required. Verify all documents presented at the counter to ensure they are complete, accurate, and compliant with the Agent's Manual and internal procedures, enabling timely document release. Ensure all mandatory operational, documentation, compliance, and financial requirements are fulfilled prior to releasing Original Bills of Lading or Delivery Orders. Identifying outstanding and coordinating with relevant teams to ensure timely recovery. Maintain and control the inventory of blank Bill of Lading stationery in accordance with company procedures, including stock used for customer-premises OBL printing facilities as well as container seals. Process urgent Bill of Lading amendments within agreed service levels while ensuring compliance with documentation standards. Handle the release of Export Freight Invoices and ensure all prerequisites have been fulfilled. Respond to customer emails and counter-related requests within the defined turnaround time (TAT). Promote digital solutions by encouraging customers to use online payment platforms, electronic Bills of Lading (eBL), self-service portals, and other digital channels whenever applicable. Maintain accurate records of all counter transactions and ensure compliance with company policies, local regulations, and internal Standard Operating Procedures (SOPs). Coordinate closely with Finance, Documentation, Operations, Equipment Control, and Customer Service teams to facilitate smooth cargo and document release. Contribute to a positive customer experience by delivering courteous, efficient, and solution-oriented service while minimizing customer waiting time. Special Tasks: Cross-trained to support multiple counter functions, including Import Delivery Order (DO) issuance, Import DO validity extensions, and Freight Invoice release. Process the switching of Bills of Lading (B/L) in accordance with company procedures and approval requirements. Issue Vessel Certificates upon customer request and after verification of supporting documentation. Process Import Delivery Order (DO) validity amendments in line with operational and customer requirements. Provide operational support during vessel arrivals, peak business periods, and service disruptions, which may require extended working hours. Support other counter and customer service activities as assigned to ensure business continuity and maintain agreed service levels. Conduct half-yearly customer satisfaction surveys and support the analysis of feedback to identify improvement opportunities. 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.