Customer Service Manager
Hapag-Lloyd · Sydney, New South Wales, AU
We are seeking a Customer Service Manager to join our Sydney Team. This is a high-impact leadership role responsible for leading segmented vertical team, dri...
Job description
We are seeking a Customer Service Manager to join our Sydney Team. This is a high-impact leadership role responsible for leading segmented vertical team, driving the customer service process transformation and ongoing evolution of the Customer Service function. The role focuses on modernizing legacy processes, improving operational efficiency, and embedding a culture of continuous improvement aligned with HL Strategy 2030 and the Quality Promise framework. The ideal candidate will bring strong shipping and logistics domain expertise, advanced analytical capability, and a Lean Six Sigma mindset to deliver measurable improvements in service quality and cost-effectiveness, while maintaining a strong & consistent focus on customer experience. Team Leadership & Change Management: - 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 Lea...