- Professional
- Escritório em Antwerp
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 Belgium.
Responsibilities
- 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.
Qualifications
- 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.
About Company
About Hapag-Lloyd Benelux
We are a shipping company with approximately 13,000 employees worldwide. For us, communication and cooperation are essential principles in our daily operations. Mutual respect and fairness influence the atmosphere within our company, among customers and among our colleagues. At Hapag-Lloyd, we strive to create an inclusive environment where all people, regardless of background, can grow and contribute to our success. We encourage applicants from diverse backgrounds to apply for our open positions, with the goal of promoting diversity and equal opportunity in the workplace and encouraging inclusion.
We offer:
- Group and hospitalization insurance
- Hapag-Lloyd Global Bonus plan
- Meal vouchers
- Very extensive training offer
- Talent Development Program
- Cycling allowance €0,27 per km
- Bike Lease plan
- Public transport pass
- Various social events
