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Temporary Coordinator CS counter

Hapag-Lloyd
Dubai, UAE
Full Time, Temporary
Entry
Hybrid
Discovered 1 months ago

Full Job Posting

Tasks and Responsibilities

  • 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.

Requirements for the Role

  • 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.

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