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Bereit, mit uns die Zukunft zu gestalten

Bei Hellmann stehen unsere Mitarbeitenden im Zentrum all unseres Handelns – denn für uns zählen Beziehungen. Teil von Hellmann zu werden bedeutet mehr, als nur in ein globales Unternehmen einzusteigen. Es ist eine Einladung, gemeinsam mit uns die Zukunft der Logistikbranche zu prägen.

Unsere Hellmann-Kultur basiert auf vier Werten: Caring, Entrepreneurial, Forward-Thinking und Reliable. Du findest dich in diesen Werten wieder Dann werde Teil unserer FAMILIE – mit rund 10.000 Mitarbeitenden an über 200 Standorten weltweit.

For the better. Together.

The Operations Associate plays a crucial role in maintaining the efficiency and accuracy of logistics operations through meticulous administrative and clerical support.

Managing essential office tasks, coordinating logistics activities, and providing comprehensive support to the team. This role demonstrates dependability in handling tasks, a caring attitude towards team collaboration, a proactive approach to improving processes, and a forward-thinking mindset to anticipate and solve challenges, all contributing to the operational success of the company

About The Job

This is an important role within the Seafreight Department, dedicated to delivering an outstanding customer experience and building strong, long-term relationships.

The role centers on understanding customer needs, providing timely and accurate solutions, and ensuring seamless communication throughout the service process.

Your primary focus will be on creating trust and satisfaction at every interaction, while supporting operational excellence and sustainable growth.

You will be working closely with all functions under Thailand Seafreight team, all Hellmann station as well as regional team, you will spearhead strategic initiatives, implement technology-driven solutions, and foster a culture of continuous improvement to strengthen service delivery, compliance, and customer satisfaction.

Key Objectives

Deliver Exceptional Customer Experience Build and Strengthen Customer Relationships Ensure Service Accuracy and Reliability Drive Continuous Improvement in Customer Service Center points of contact across all functions under Seafreight Support Operational Excellence

About You

Key Objectives

Deliver Exceptional Customer Experience
Build and Strengthen Customer Relationships
Ensure Service Accuracy and Reliability
Drive Continuous Improvement in Customer Service
Center points of contact across all functions under Seafreight
Support Operational Excellence

Duties And Responsibilities

Customer Relationship Management

Serve as the primary point of contact for assigned customers and/or area, ensuring all inquiries are handled promptly and professionally
Develop strong relationships by understanding customer business needs, priorities, and expectations
Maintain regular communication with customers to provide updates on shipments, resolve issues, and build trust

Service Coordination & Execution

Coordinate with internal teams (Operations, Sales, Finance, and Customs) to ensure timely and accurate execution of shipments
Monitor shipment milestones and proactively inform customers of any changes or potential delays
Ensure all customer requirements (documentation, compliance, special instructions) are met accurately and on time

Issue Resolution and Escalation

Handle customer complaints and service failures with empathy and urgency
Investigate root causes of issues and implement corrective actions to prevent recurrence
Escalate complex problems to team leader and/or management while maintaining ownership until resolution

Performance Monitoring & Reporting

Track service performance metrics such as on-time delivery, accuracy of documentation, and customer satisfaction
Prepare and share regular status reports with customers and internal stakeholders
Identify trends in customer feedback and propose improvements

Continuous Improvement & Customer Advocacy

Collect feedback from customers to identify pain points and improvement opportunities
Collaborate with internal teams to implement process enhancements that improve responsiveness and service quality
Act as the voice of the customer within the organization, ensuring their needs are considered in operational decisions

Documentation & Compliance

Ensure accurate and timely documentation of all customer interactions, shipment details, and service agreements.
Maintain compliance with company policies, industry regulations, and customer-specific requirements.
Support audits and quality checks by providing complete and accurate records.

Qualifications

Education:

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field

Experience

Minimum 2–3 years of experience in customer service, preferably in logistics, freight forwarding, or supply chain operations
Proven track record of managing customer relationships and resolving service issues effectively will be considered as a plus

Skills & Competencies

Strong communication and interpersonal skills with ability to build trust and rapport
Excellent problem-solving and conflict-resolution abilities
High attention to detail and accuracy in handling documentation and customer requirements
Ability to work under pressure and manage multiple priorities in a fast-paced environment
Collaborative mindset to work effectively with cross-functional teams

Technical Knowledge

Basic understanding of sea freight operations and logistics processes
Proficiency in MS Office (Excel, Word, Outlook)
Familiarity with Cargowise One is an advantage but not mandatory

Personal Attributes

Customer-first mindset with a proactive and positive attitude
Adaptability and willingness to learn and improve continuously
Strong sense of responsibility and accountability

Reporting line

Disciplinary (solid line): Customer Service Supervisor and/or Manager
Functional (dotted line): n/a
Functional Lead (if applicable): n/a
Subordinates: no direct report, may need to supervise group of trainees

About Our Benefits

A strong Team Spirit and a lot of fun together
A safe, multi-cultural and inclusive environment
Individual opportunities for growth and development

Inklusion und soziale Vielfalt sind fest verankerte Werte in unserer Unternehmenskultur. Unabhängig von Geschlecht, Alter, etwaigen Behinderungen, Religion, ethnischer Herkunft oder sexueller Identität: Wir freuen uns darauf, dich kennenzulernen!

Wenn dich diese tolle Chance begeistert und du die passenden Voraussetzungen mitbringst, dann klicke auf BEWERBEN!

Hast Du noch Fragen Dann wende dich bitte an unseren zuständigen Recruiter*in.

Customer Service Executive, Seafreight