Senior Coordinator Customer Service with Danish

Job Description

The Senior Customer Service Coordinator plays a vital role in facilitating smooth communication and efficient issue resolution for our customers. You will be responsible for handling direct customer communication, managing booking inquiries, and ensuring compliance with company standards. Additionally, you will mentor junior team members, identify process improvements, and contribute to strategic initiatives, all while maintaining a high level of customer satisfaction and service quality.

Responsibilities

• Handle direct customer communication and inquiries via various channels
• Act as the first point of contact for potential claim requests
• Manage booking inquiries and ensure accurate billing of additional costs
• Build expertise in all relevant business tasks and standard processes
• Complete functional training and promote digital tools for efficient operations
• Align customer service activities with key performance indicators (KPIs)
• Focus on improving service quality and maintaining a high Net Promoter Score (NPS)
• Support and mentor less experienced team members, including onboarding and training
• Identify areas for improvement and initiate optimization projects
• Lead or actively participate in cross-functional projects and collaborate with stakeholders

Qualifications

• Excellent command of written and spoken Danish is mandatory
• Minimum 3 years of experience in the transport or logistics industry
• University degree or equivalent qualification
• Ability to make sound decisions and handle non-standard situations
• Proactive approach, problem-solving skills, and a commitment to continuous improvement
• Very good command of written and spoken English
• Proficiency in MS Office and a willingness to learn new digital tools
• Strong teamwork skills and ability to follow guidelines
• Positive attitude and a receptive mindset for personal development
• Relevant industry certifications or training are an advantage

About Us

Hapag-Lloyd is one of the world's leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.
Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, high-quality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.
Your Journey, Our Horizon

About the Team

Area North is a diversified Hapag-Lloyd Area covering for Scandinavian and Baltic countries with a mixture of own offices and agencies. Area's main office is located in a new modern premises at Alchemia in Gdańsk, hosting other international companies and providing an agile international environment, which fits well to the Hapag-Lloyd strategy.

We offer:

• Private medical care (Medicover)
• Private life insurance (Alianz)
• Attractive annual bonus (depending on company performance results)
• Group life insurance and employee capital plan (PPK)
• Cafeteria benefit system (cinema tickets, vouchers etc.)
• Charity and volunteer initiatives
• Modern and well-connected office (Alchemia complex in Gdansk Oliwa)
• Internal learning management system
• Flexible working hours and home office possibility (hybrid work model)
• Green commuting allowance