About Us
Ready to rock the future with us? At Hellmann we put our people at the heart of everything we do, because for us, relationship matters. Joining us does not just mean becoming part of a global company. It is an invitation to shape the future of the logistics industry together with us. Our Hellmann culture is based on our four values: Caring, Entrepreneurial, Forward-Thinking and Reliable. These values resonate with yours? Then become part of our FAMILY that consists of around 14.000 employees in more than 241 locations worldwide.
For the better. Together.
About this role
As part of our continued business expansion and commitment to strengthening the customer experience, we are establishing a Customer Solutions Manager role within the Seafreight organization.
This new leadership position will play a key role in shaping and developing our Customer Solutions function, ensuring that new and existing business is supported by strong customer onboarding, implementation, service governance, and continuous improvement.
You will work closely with Sales, Product, Customer Service, Operations, Customs, and our international network to translate customer requirements into practical and sustainable operating solutions. You will lead the Customer Solutions team, oversee strategic and complex customer implementations, manage major service escalations, and drive improvements that strengthen customer satisfaction and retention.
The role provides an opportunity to build and develop a growing function, influence how we serve our customers, and contribute directly to the future development of our Seafreight business.
Key Objectives
1. Lead and develop the Customer Solutions function and team
2. Ensure successful onboarding and implementation of new and strategic customers
3. Establish and maintain effective customer governance, SOPs, KPIs, and escalation processes
4. Oversee service performance and major customer escalations
5. Drive continuous improvement and customer experience initiatives
6. Strengthen customer satisfaction and retention
7. Promote cross-functional collaboration and operational alignment
8. Support strategic business growth through scalable and sustainable customer solutions
Duties and responsibilities
Team Leadership & Development- Lead and develop the Customer Solutions team to ensure consistent service quality and execution
- Set priorities, allocate responsibilities, and monitor team workload
- Provide coaching, guidance, and support to team members
- Conduct regular team meetings and performance reviews
- Develop team capabilities in customer management, implementation, problem solving, and continuous improvement
- Promote a customer-focused, collaborative, and accountable working culture
Customer Onboarding & Implementation- Oversee onboarding and implementation of new customers, significant new business, and complex customer solutions
- Ensure customer requirements are clearly understood and translated into practical operating processes
- Establish implementation plans, responsibilities, timelines, and escalation paths
- Coordinate with Sales, Product, Customer Service, Operations, Customs, Finance, and other relevant stakeholders
- Monitor implementation progress and address risks or gaps requiring management attention
- Ensure new business is properly stabilized before transitioning into regular operations
Customer Governance & Performance Management- Establish and maintain appropriate customer governance models for strategic and complex accounts
- Ensure customer SOPs, KPIs, responsibilities, and escalation paths are clearly defined and maintained
- Monitor customer service performance and identify recurring gaps or improvement opportunities
- Lead or support customer service reviews and performance meetings
- Ensure agreed actions are properly assigned, tracked, and completed
- Work with operational teams to ensure consistent execution of agreed customer requirements
Escalation and Issue Management- Act as the senior escalation point for significant customer service issues
- Lead coordination of complex escalations across internal functions, overseas stations, and other stakeholders
- Ensure appropriate root cause analysis is conducted for recurring or significant service failures
- Drive corrective and preventive actions and monitor their effectiveness
- Maintain oversight of critical escalations until resolution
- Ensure lessons learned are incorporated into customer processes and operating practices
Continuous Improvement & Customer Experience- Identify opportunities to improve customer experience, service quality, efficiency, and consistency
- Lead continuous improvement initiatives across customer-facing and operational processes
- Drive standardization of customer processes where appropriate
- Support automation and digitalization initiatives that improve customer experience or internal efficiency
- Use customer feedback and service performance information to identify improvement priorities
- Promote preventive solutions rather than repeated reactive issue handling
Strategic Account & Commercial Support
- Partner with Sales and Product teams in developing solutions for strategic and complex customers
- Support operational solution design during major tenders or customer development opportunities
- Assess operational feasibility and service requirements before implementation
- Participate in strategic customer meetings and business reviews when required
- Support customer retention and business development by ensuring service solutions are practical, sustainable, and scalable
- Provide operational and customer insights to support commercial decision-making
Cross-Functional and Network Collaboration- Work closely with Customer Service, Operations, Product, Sales, Customs, Finance, and other relevant functions
- Coordinate with overseas stations and regional teams to achieve consistent customer service delivery
- Facilitate alignment between commercial commitments and operational capabilities
- Represent Customer Solutions in relevant cross-functional meetings and projects
- Promote collaboration and clearly defined ownership across departments
Reporting & Management Support- Monitor customer implementation, service performance, escalations, and improvement activities
- Prepare management updates highlighting key issues, risks, trends, and improvement priorities
- Provide insights to Seafreight management regarding customer requirements and service development opportunities
- Support resource and workload planning for Customer Solutions function
- Ensure appropriate documentation and governance standards are maintained
Compliance & Risk Management- Ensure customer solutions comply with company policies, SOPs, contractual requirements, and applicable regulations
- Identify operational and customer service risks and coordinate appropriate mitigation actions
- Support internal and customer audits where required
- Ensure significant compliance gaps or operational risks are escalated to appropriate management
- Promote appropriate handling of customer and company information
Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!
If you are excited by this fantastic opportunity and have what it takes, then click APPLY!
