What are the responsibilities and job description for the Customer Service Manager - Import Support position at ZIM Integrated Shipping Services?
Main Purpose of the Role:
To ensure the department is running smoothly and to make sure that we are providing high quality service to our customers.
Main Tasks:
Monitor daily activities of the department by utilizing the available system reports.
Monitoring emails, escalating phone call issues, assisting personnel with resolving customer service issues, finding solutions to irregular shipments.
Reporting measuring tools, interviews, hiring, posting alerts and updated vessel/port schedules, training organizing skill sets.
Monitoring progress with traffic functions, securing ocean freight/obl receipt, releasing and handling customer inquiries and request by utilizing information found in the manifest and various routing programs.
Responsible for ensuring all staffing levels are met.
Responsible for ensuring that all subordinates are in accordance with all Zim’s policies and procedures.
Serves as the ultimate point of contact for elevated customer service complaints.
Responsible for recognizing and correcting all procedural/work flow problems and the dissemination of all new procedures and updates.
Serves as the initial point of contact for employees on any work related issues that may require managerial intervention.
Responsible for planning, assigning and directing work; appraising performance; rewarding and disciplining employees.
Responsible for managing and monitoring Demurrage team, Delivery Order rep and Tracers). This includes personnel issues, performance and non -performance actions. Participating in implementing and improving business processes, policies and procedures.
Requirements:
To ensure the department is running smoothly and to make sure that we are providing high quality service to our customers.
Main Tasks:
Monitor daily activities of the department by utilizing the available system reports.
Monitoring emails, escalating phone call issues, assisting personnel with resolving customer service issues, finding solutions to irregular shipments.
Reporting measuring tools, interviews, hiring, posting alerts and updated vessel/port schedules, training organizing skill sets.
Monitoring progress with traffic functions, securing ocean freight/obl receipt, releasing and handling customer inquiries and request by utilizing information found in the manifest and various routing programs.
Responsible for ensuring all staffing levels are met.
Responsible for ensuring that all subordinates are in accordance with all Zim’s policies and procedures.
Serves as the ultimate point of contact for elevated customer service complaints.
Responsible for recognizing and correcting all procedural/work flow problems and the dissemination of all new procedures and updates.
Serves as the initial point of contact for employees on any work related issues that may require managerial intervention.
Responsible for planning, assigning and directing work; appraising performance; rewarding and disciplining employees.
Responsible for managing and monitoring Demurrage team, Delivery Order rep and Tracers). This includes personnel issues, performance and non -performance actions. Participating in implementing and improving business processes, policies and procedures.
Requirements:
- Bachelor’s degree (B.A.) from four-year College or University;
- Five to seven years related experience and/or training; or equivalent combination of education and experience.
- Knowledge of Microsoft Excel Spreadsheet, Word and Outlook software.