Neaj Mohammad

 Process Customer Booking/document requests accurately following Customer Service policies & procedures. Build
knowledge of Hapag-Lloyd Internal Portal (HIP) and department processes
 Work in conjunction with Docs Centers for shipping document generations and assist on related queries.
 Distribute Booking Confirmation, Maritime Transport Documents/ Arrival Notices and related Invoices to
customers
 To release Delivery Orders ensuring that the appropriate paperwork are surrendered and payment made.
 Timely supply regulatory bodies with customs manifest data such as example: Australian/ USA/ Canada/ Japan/
China.
 Monitor customs status of container(s) and re-lodge where required
 Effective and professional communication with internal/external customers (via email, Phone or face to face). To
ensure that customers are served promptly and effectively at the front counter
 Acts as liaison for the customer between departments; maintains deadlines to meet customer's needs.
 Proactively inform customers on shipment, equipment status and; push notification on Tracking & Tracing related
information.
 Effectively assist customers in problem solving relating to Export/Import shipments, claims and HL e-channels
 Receive incoming customer enquiries through phone and email and handle effectively and professionally
 Working to achieve and meet internal and external KPI’s
 Participates in presentations of trainings, team meetings and other Organization Projects.
 Other Customer Service related duties as required, but not limited too such as vessel balancing, revenue dispute,
transport exception, outstanding revenues etc...
 Participate in Quality and Environmental Management (QEM) Awareness.