Senior Manager Customer Service

Lead and develop a high‑performing Customer Service team in Antwerp, raising service standards and driving continuous improvement across Benelux. You will set clear performance expectations, implement practical improvements, and ensure customers receive reliable, commercially minded support every day.

Responsibilities

• You will lead and develop the Customer Service team (incl. supervisors): hold regular one‑to‑one meetings and team briefings, coach supervisors, remove blockers so the team can deliver reliable, high‑quality service.
• You will translate Area Benelux priorities into clear goals, KPIs and execution: turn Area goals into team priorities and measurable KPIs (e.g., Customer Experience Survey, response/resolution times, productivity), set targets and run a simple cadence of reviews to track progress.
• You will ensure strong performance management, coaching and talent development: monitor dashboards, give regular feedback, agree development plans, and hold clear accountability conversations when needed.
• You will act as a senior stakeholder in cross-functional topics and support key customer escalations when needed: partner with Sales, Operations, Trade Management and others; lead swift, structured responses to major escalations and ensure corrective actions are implemented.
• You will drive process improvement (quality, efficiency, standardization) and embed sustainable change: lead practical improvement work (root‑cause analysis, quick wins, standardization), push for automation/system fixes where useful, and lock changes in with training and updated procedures.

Qualifications

• Proven people leadership and the ability to create structure, ownership, and engagement.
• Experience in customer service within container shipping / logistics (NVO/forwarder environment).
• Strong analytical and problem-solving skills; you turn insights into action.
• Confident communicator with strong stakeholder management skills.
• Customer-first mindset with commercial awareness.
• You communicate clearly in Dutch and English.

 

What we offer you

• A visible leadership role with real influence on customer experience and team growth.
• Freedom to improve how we work and shape the future of Customer Service.
• Join a global carrier with high quality ambitions and strong development opportunities.
• A meaningful leadership role with real influence on customer experience, team development, and operational performance in Area Benelux. 
• Hybrid working options
• A competitive total rewards package
• Learning & development: access to training, leadership development, and opportunities to grow within a global organization.   
• A strong collaborative culture across departments
• International exposure: work in a global network with diverse stakeholders and best-practice sharing at a global level. 
• Focus on well-being and sustainable ways of working, with an open feedback culture and room to bring ideas to life.

 

Ready to lead with impact? Apply via our vacancy portal.

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.