Customer Solutions Manager at Hapag-Lloyd

Hapag-Lloyd is a global container shipping company with one of the most modern and extensive fleets in the industry. Operating 258 container ships with a total transport capacity of 1.9 million TEU, the company connects more than 600 ports across all continents through 115 liner services. With over 14,000 employees and 400 offices in 135 countries, Hapag-Lloyd combines worldwide reach with local expertise.

We are currently looking for an experienced and passionate Customer Solutions Manager to join our team in Lagos, Nigeria. This role offers an opportunity to work within a dynamic environment, delivering high-quality solutions to our valued customers.

Job Title: Customer Solutions Manager

Location: Lagos, Nigeria

Employment Type: Full-time

Reports To: Country Manager

Position Overview

The Customer Solutions Manager will focus on delivering exceptional service, driving customer satisfaction, and creating value for both the customer and Hapag-Lloyd. The role requires a strong understanding of Hapag-Lloyd’s customer service and sales structure, export and import processes, invoicing, EDI, reporting requirements, and our online products and premium services.

This position also involves improving productivity, reducing penalties, and ensuring compliance with local customs requirements.

Key Responsibilities

• Participate in face-to-face meetings, joint visits with sales teams, and quarterly business reviews with customers.
• Resolve escalated issues as defined by Quality Service Center (QSC) or raised during customer meetings that require changes in customer behavior or Hapag-Lloyd processes.
• Coordinate onboarding for new customers with Sales and Digital Managers.
• Explain sales and customer service setup, issue-resolution processes, and communication channels to customers.
• Promote and train customers on Hapag-Lloyd’s e-business tools and support onboarding.
• Oversee onboarding and setup for OBL printing, coordinating with relevant teams in Hamburg.
• Provide support to customers in the local language for inquiries and customs activities.
• Participate in cross-functional area meetings to develop solutions to daily challenges.
• Understand customer supply chain and process requirements and present them to management.
• Act as the point of contact for customs-related matters, communicating local developments and evaluating compliance requirements.
• Contribute to global and regional customer service projects.
• Drive the rollout and adoption of new and existing Hapag-Lloyd products.
• Mentor the counter team in handling payment postings, container releases, document stamping, OBL issuance and acceptance, and urgent BL amendments.
• Prepare and submit internal control checklists.
• Handle conflict resolution and identify training needs for staff.

Required Qualifications and Skills

• University degree or equivalent qualification.
• Minimum of 5 years’ experience in a commercial role, preferably in the maritime sector.
• Excellent communication and interpersonal skills.
• In-depth knowledge of FIS and other Hapag-Lloyd systems.
• Proficiency in MS Office applications.
• Result-driven team player with a proactive attitude.
• Ability to work under pressure and meet deadlines.
• Strong time management and analytical skills.
• Ability to synthesize data into actionable insights.
• Confidence in aligning cross-functional teams and stakeholders.
• High levels of energy, empathy, and a positive attitude.
• Self-driven, structured, and able to manage multiple tasks simultaneously.
• Commitment to continuous improvement and process enhancement.

Success Criteria

• Ability to multitask effectively.
• Courage to make decisions and take responsibility.
• Inspire and support team members and customers.
• Maintain an open and honest approach.
• Willingness to work overtime and be on standby when required.
• Strong focus on achieving results.

Why Join Us

• Be part of a global logistics powerhouse.
• Opportunity to make a real impact in a rapidly growing region.
• Collaborate with a diverse and talented team of professionals.

Application Closing Date

Not Specified.