- As a Cargo Care Coordinator, you'll play a critical role in ensuring on-time delivery, reducing No Shows, costs, and improving customer satisfaction, ultimately driving business growth and revenue in selected ports.
- While Customer Service primarily responds to customer-initiated inquiries, the Cargo Care Team takes a proactive approach. You will initiate contact with customers based on Cargo Operations requests or insights from data analytics, enabling quicker and more effective solutions. Key Performance Indicators for this role will differ from those in standard Customer Service roles.
- You will report directly to Senior Cargo Operations Manager for Area North.
Container Readiness and Issue Resolution:
- Working closely with Cargo Operations to monitor container load readiness status
- Proactively address issues preventing container readiness, such as missing or incomplete documentation (DGD, customs, VGM) or blocks by authorities.
Container Tracking Data Monitoring:
- Regularly check Smart container data to track the status of undelivered containers.
- Identify delays and take corrective action to minimize disruptions.
Customer Communication and Coordination:
- Actively contact customers to confirm container delivery timelines.
- Collaborate with Inland Deliver Team to ensure containers are delivered on time.
- Maintain open communication with customers to provide updates and resolve issues effectively.
Proactive Problem Solving:
- Investigate and resolve issues related to containers not arriving at the yard.
- Address blocks by authorities to facilitate the release and loading of containers.
Continuous Improvement:
- Suggest process improvements to enhance the efficiency of container readiness and tracking.
- Maintain accurate records and generate reports as needed to support logistics operations.
Other delegated tasks by Manager
- Ability to prioritize tasks and manage multiple tasks simultaneously, with a proven track record of several years in front-line Customer Service and/or Operations. Knowledge of Salesforce Case Management is a plus.
- Strong analytical skills, with experience using data analysis tools to drive business decisions. Experience using excel and BI tools is a plus.
- Excellent organizational, communication and problem-solving skills. Working independently.
- Proactive mindset with a problem-solving approach. Self-starter.
- Methodical skills and efficient way of working
- Communicative English and Polish language
With a fleet of 308 modern container ships and a Vessel Capacity of 2.4 million TEU, as well as a Container Capacity of 3.7 million TEU including one of the world’s largest and most modern reefer container fleets, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 17,100 employees and more than 400 offices in 140 countries. Hapag-Lloyd has a transport volume of 12.5 million TEU per year. A total of 135 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 21 terminals in Europe, Latin America, the United States, India, and North Africa. The employees assigned to the Terminal & Infrastructure segment deal with terminal-related activities and provide complementary logistics services at selected locations.