Hub Agent

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Purpose
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.

Interrelations
This position reports to Hub Agency Manager. Close cooperation with Sales and Operations is required.

Formal authorities
The position has the authority to act within this Functional Description, agreed budgets and within the chart of authority as outlined in the company's Global Integrated Management System (GIMS).

Main Responsibilities

• To coordinate all Hub Agreement related jobs.
• To ensure that all appointments are handled without delay and assigned to appointed agent.
• To monitor the execution of the port call and work closely with appointed agent and customer's contracted vendors to ensure that we meet the customers' expectations.
• To actively follow up the relevant local port agents for operational and DA requirements.
• Provide ships agency support and advice to customers, Hub team and Sales.
• To assist and support the WPS network on administrative, technical and commercial issues.
• To 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 conceptualising 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 Hub Agency Manager, Global Hub Operations Manager, 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.

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 agreement profitability
• Vendor Management (Appointment and Settlement of Invoice)
• 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

Health & Safety
As an employee:
The employee is responsible to adhere to the company's health and safety* requirements to ensure their own safety and the safety of their colleagues by:

• participating in risk assessment processes in the workplace
• completing required health and safety training and certifications
• following safe work practices and procedures and use personal protective equipment (PPE) when required
• inspecting equipment and the workplace regularly and actively eliminating hazards
• reporting accidents, incidents, injuries, near misses, safety risks and issues of non-compliance with health and safety procedures according to internal procedure
• Developing the safety culture at own workplace and cooperating with others on matters relating to health and safety
• this includes physical as well as psychosocial health and safety

Main Qualifications

• Formal education in business administration or at least 2 years relevant work experience.
• Experience from ships agency operational work or other relevant shipping experience.
• Fluent English – both in writing and speaking
• Ability to work independently and systematically
• Able to meet deadlines through good time management and allocation of priorities.
• Computer literate