Hub Agent Team Lead (Ships Agency/Crewing/Ship Management Experience)

About the role

To manage the customers' requirements as per the established Hub Agreement and to monitor customer service needs, follow up port calls and provide support to the customer.

Key responsibilities

• Assist Hub Agency Manager to implement and coordinate HUB agreements with customers to ensure all appointments are handled without delay and monitor execution of port calls according to customer expectations.

• Support the Hub Agency Manager in coaching, training and developing Hub employee.

• Ensure that all appointments are handled without delay and assigned to Operations.

• Monitor the execution of the port call and work closely with Operations to ensure that we meet the customers' expectations.

• For Hub Agreements, actively follow up the relevant agents for operational and DA requirements.

• Responsible for performance assessment, coaching, training and development of Ships Agency in Customer Services.

• Provide ships agency support and advice to customers, Hub team and Sales.

• Assist and support the Ships Agency group on administrative, technical and commercial issues.

• Use customer specific information related to Ships Agency in order to pro-actively promote our products and services to customers and engage actively in finding solutions to customer's challenges.

• Assist with conceptualizing and pricing of Hub Agreements together with Sales.

• To register and maintain agency agreement information into the IT systems available

• To report and take corrective action together with Key Account Manager or Sales Executive to ensure sales budgets are achieved and contractual obligations are fulfilled. 

• To ensure adherence related to regulatory issues pertaining to Ships Agency

• To provide regular feedback on technical, service quality and commercial issues raised by customers to the Ships Agency Manager, Hub Agency Manager, Global Hub Operations Manager and Global Hub Director and Sales. 

• To gather information required to help investigation and resolution in Final DA Settlement disputes. 

• To follow up complaints/non-compliances through improvement/complaint system in place. 

• To assist in arranging business reviews and prepare all analyses in advance, inclusive KPI reporting.

Accountabilities

  This position will be measured against: 

• Response to customer as per agreed targets, especially related to port call follow up and sending Disbursement to customers within agreed timelines. 

• HUB Team results towards delivering contractual service to customer.

• Target KPI for local agent Disbursement Account 

• Work process efficiency 

• Responsible for up keeping good QHSSE (Quality, Health, Safety, Security & Environmental) practices as laid down by the company during your employment at all time 

Qualifications

• Formal education in business administration or at least 5 years relevant work experience.

• Experience from ships agency operational work or other relevant shipping experience.

• Fluent English – both in writing and speaking.

• Ability to systematically work independently and in a team.

• Able to meet deadlines through good time management and allocation of priorities.

• Computer literate.

• Strong Excel and analytical skills, with the ability to analyze data, monitor team performance, identify discrepancies and prepare clear operational reports.

• Strong problem-solving skills, with the ability to identify root causes, exercise sound judgement and implement practical solutions to operational issues

About us

Wilhelmsen Port Services (WPS) delivers seamless port experiences to vessels around the world. As a global leader in ships agency and marine services, we ensure safe, efficient, and consistent operations at every port call.