What are the responsibilities and job description for the Customer Service Control Tower Specialist position at ZIM Integrated Shipping Services?
Main Purpose of the Role:
The Customer Service Control Tower Specialist is responsible for handling Strategic Accounts Customer Service routine and answering Hot Line and E-mail inquiries received from Strategic Accounts customers. In addition, work with internal departments to ensure smooth handling of shipments in proper way.
Main Tasks:
Answering Customer Service Hotline from regional and local PIC of the SA customers
Handle e-mail inquiries received from regional and local PIC of the SA customers.
Monitor and follow up with local POL/POD CS offices by handle and close escalation all inquiries from SA customers, such as manifest corrector, freight accuracy inquiry, Space release in POLs, internal system checking, customer system checking, etc.
Preparing regular reports including all services daily booking, EIR and container pick up, vessel schedule integrity summary, etc.
Preparing regular announcement to SA customers
Assist local offices’ CS with any documents checking escalations such as B/L, Invoice, collection overdue and statement reconsolidation, equipment demurrage and detention calculations, etc.
Handle inquiries from internal departments from SA team and local offices
Coordinate with other departments including BU, Logistics, Operation and Finance
Requirements:
The Customer Service Control Tower Specialist is responsible for handling Strategic Accounts Customer Service routine and answering Hot Line and E-mail inquiries received from Strategic Accounts customers. In addition, work with internal departments to ensure smooth handling of shipments in proper way.
Main Tasks:
Answering Customer Service Hotline from regional and local PIC of the SA customers
Handle e-mail inquiries received from regional and local PIC of the SA customers.
Monitor and follow up with local POL/POD CS offices by handle and close escalation all inquiries from SA customers, such as manifest corrector, freight accuracy inquiry, Space release in POLs, internal system checking, customer system checking, etc.
Preparing regular reports including all services daily booking, EIR and container pick up, vessel schedule integrity summary, etc.
Preparing regular announcement to SA customers
Assist local offices’ CS with any documents checking escalations such as B/L, Invoice, collection overdue and statement reconsolidation, equipment demurrage and detention calculations, etc.
Handle inquiries from internal departments from SA team and local offices
Coordinate with other departments including BU, Logistics, Operation and Finance
Requirements:
- High School Diploma holder or above with relevant working experience; Associates Degree or Bachelor's degree preferred
- Candidate from shipping/ logistics industry is highly preferred
- Effective interpersonal, communication and telephone handling skills
- Good command of spoken and written English; secondary language also preferred
- Proficient in MS office