Head of Customer Management Freight Forwarding Mickeleit – Hamburg Office (m/f/d)

Service & Damage Management Total responsibility for handling transport damage, storage damage, misuses, delays and other irregularities clarification of complaints in daily business in close coordination with MRP, warehouse, customers and insurance companies Examination of Liability Questions (HGB, ADSp, CMR) Control of damage regulation including documentation, time-limit control and communication with insurers and clients Ensuring high service quality and customer satisfaction Guided tour & organization Professional and disciplinary leadership of currently four employees Coordination of cross-site processes and uniform processing standards Support, training and further development of employees Ensuring efficient allocation of tasks and prioritization in daily business Close cooperation with project and process management Analysis of existing service and damage processes Development, introduction and implementation of new, standardized processes and workflows Creation of work instructions, guides and training documents Identification of weaknesses in the storage and transport process and derivation of improvement measures Preparation of evaluations, key figures and reports (e.g. damage rate, processing times, causes analyses) Regular coordination with management and branch managers Function as a central contact person for customers, partners and insurance in the damage and service sector

Completed commercial training or studies, ideally in the field of forwarding/logistics Multiannual professional experience in the service, complaint or damage management of a forwarding or a logistics service provider Good knowledge of relevant liability and transport regulations (HGB, ADSp, CMR) First experience in the leadership of small teams Detectable experience in creating, optimizing and implementing processes Structured, solution-oriented and strong working methods High communication capability and service orientation Lean Management Knowledge High level of initiative and willingness to deploy, as well as an independent and targeted approach Good knowledge in MS Office, especially Excel and Power Point Very good knowledge of German and good English in word and writing

A responsible key position with high visibility in the company Design space during the construction and further development of the service and damage processes Short decision-making and close cooperation with the management level A secure workplace with a permanent contract Attractive remuneration and additional benefits Training and development opportunities Drinks (water, coffee, tea) are available free of charge