Ready to Redefine Customer Service? We need a dynamic Head of Customer Service to drive our digital overhaul and lead a highly successful, customer-focused team into the future. Your passion for service and innovation is the key.
 

Job Purpose

As the Head of Customer Service you have a pivotal role responsible for the strategic leadership and operational oversight of our Customer Service Department. The Customer Service Department is structured in two teams, Import and Export, requiring a leader with a strong understanding of both areas. In this role, you will lead all Customer Service activities, ensuring the efficient delivery of premium service to our Key Accounts and maximizing efficiency for our ONECare clients through innovative digital solutions. A key aspect of this position is driving transformation and change to continuously improve our customer service and meet our business objectives.  
 

Your profile

We are looking for a people-oriented and experienced leader to fill the Head of Customer Service position. You need a broad knowledge in shipping and logistics, coupled with proven expertise in customer service and digital transformation. You are a leader with a passion for empowering individuals, promoting collaboration, and cultivating a high-performing, customer-centric team. To succeed with this you need to be driven & committed, socially competent and motivated by building strong and long-term relationships both externally towards customers as well as internally within the team.

We do expect you to have a minimum of 8-10 years’ experience within the shipping industry. It is compulsory for you to be fluent in Danish and English, in both verbal and written form. Good working knowledge of modern IT-systems such as G-suite is expected.
 

Primary Job Responsibilities

• Team Leadership & Development: Provide vision and direction by empowering and motivating direct/indirect reports, actively managing performance, and creating an inclusive environment where the team can thrive and meet business objectives.
• Strategic Oversight & Performance: Direct all Customer Care and Administration activities, ensuring effective implementation and monitoring of processes and KPIs across Key Accounts and ONECare clients.
• Digital & Customer-Centric Focus: Lead the promotion of a customer-centric approach, ensuring premium care for Key Accounts and driving maximum efficiency for ONECare clients through tech-enabled solutions.
• Cross-Functional Collaboration: Manage the critical interface between customers, operations, and other divisions (Sales, Finance, HR) to meet targets, increase profitability, and safeguard smooth communication across the organization and the EUA Customer Service network.
• Strategy & Communication: Promote ONE's Customer Care strategy and vision, and effectively communicate and cascade relevant information and expectations to all affected teams.
   

As a Head of Customer Service, you'll need:

• Transformative Leadership & Strategic Foresight: The ability to lead, inspire, and maintain a strategic vision, backed by strong business and market awareness.
• Customer-Centric Execution: A deep passion for customer service, proven problem-solving abilities, and a relentless focus on the customer experience.
• Communication & Collaboration: Excellent communication skills, a collaborative mindset, and the ability to build effective relationships and networks.
• Organizational Mastery: Strong planning, organizational skills, and a high level of dependability in meeting crucial deadlines.
   

If you possess these qualities and are ready to make a significant impact in the shipping industry, we invite you to apply!
 

Application

Please send your application including a Cover Letter and a brief CV, in English, here through our recruitment system TALOS by latest January 11th, 2026. Note that in this recruitment process we will be interviewing on an ongoing basis, so don’t hesitate sending your application already today!

If you have any questions about this role, please contact Lars Iversen by email lars.iversen@one-line.com.
 

What we can offer you

This is a full-time employment contract starting as soon as possible. The role is based in Aarhus, Denmark and will be offered according to local Danish terms and conditions of employment. You will be working in our office, which is located in Aarhus Havn, Vandvejen 7.

Here at ONE we can offer you positive and very helpful colleagues in a professional environment. We believe in teamwork and always strive to provide the highest level of service to our customers. We are offering flexibility for you to work two days from home, when the training period is over.

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Ocean Network Express (ONE) is the world’s sixth largest container carrier with a fleet size of approximately 2 million TEU. Operating more than 260 vessels, it offers an expeditious and a reliable international network of over 165 services to 120 countries and beyond. Today, ONE has a global presence with more than 8,000 employees across over 50 countries.ONE has its global headquarters in Singapore.

Our slogan "As ONE, We Can" encapsulates our belief in teamwork - driving us to deliver quality and innovation to rise above any challenge.