Senior Coordinator Customer Service Steering

At Hapag-Lloyd, we keep our Quality Promises at the center of everything we do. To continuously improve our customer experience, we are introducing a new position within our Customer Service team, that will play a key role in driving performance, steering initiatives, and shaping how we translate data into action.

In this role, you will provide data-driven insights and guidance to the Benelux Customer Service cluster teams and management, helping identify fields of improvement and ensuring measurable, sustainable impact.

Please note that you need to have the eligibility to work in the Netherlands.

• Analyse customer service performance data and translate findings into actionable recommendations for process improvement.
• Develop and maintain easy-to-use performance assessment dashboards, preferably based on Salesforce, Qlikview/Qliksense and other BI tools.
• Support Customer Service cluster teams with clear, data-based guidance on quality gaps and improvement opportunities.
• Apply process mining tools (e.g., Celonis) to identify inefficiencies and improvement levers.
• Leverage the latest technologies, including AI-driven analysis and prompt engineering, to enhance insight generation.
• Structure, document, and present findings in a clear and concise way to stakeholders at different organizational levels.
• Monitor the impact of implemented measures and continuously refine approaches for long-term value.
• Develop and maintain a deep understanding of our customer base and customer segments, to understand their specific needs and preferences.
• Contribute to shaping the scope of the Customer Steering role and its long-term value.

• Bachelor’s or Master’s degree in Data Analytics, Business Administration, Computer Science, or a related field.
• Proficiency in Microsoft Office, particularly Excel (advanced skills in formulas, pivot tables, and data visualization) 
• Experience with data analytics and process mining tools (preferably Celonis or similar).
• Knowledge of Salesforce reporting and dashboard creation is a plus.
• Familiarity with AI technologies and prompt engineering techniques is desirable.
• Ability to structure complex information and quickly gain a clear overview of processes.
• Excellent problem-solving skills and a data-driven mindset.
• Strong communication and presentation skills, able to translate technical findings into business language for all stakeholders
• A team player who takes initiative and performs well under pressure.
• Experience in logistics, shipping, or customer service environments is an advantage.

With a fleet of 313 modern container ships and a total transport capacity of 2.5 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 14,000 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.7 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 133 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 21 terminals in Europe, Latin America, the United States, India and North Africa. Around 3,000 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.