Customer Service Coordinator - Import Support Service

Description

Main Purpose of the Role:

The Import Support Services Coordinator is responsible for managing import documentation and release functions, as well as other back office activities that support the Import Contact Center and GSS. This includes post reconciliation activities, completion of manifest correctors, management of in-bonds, release of cargo release, demurrage invoicing and pre-abandonment communication.

Main Tasks:

Answers incoming emails from internal teams at ZIM and GSS related to import bills of lading.

Tracks and traces cargo, informing customers about critical milestones.

Coordinates solutions to intermodal and documentation issues for customers, including manifest correctors, invoicing activity and resending arrival notices.

Executes diversion requests in accordance with company policies.

Tracks and invoices import demurrage in accordance with ZIM timelines and directives.

Provides secondary support to the Import Call Center when required.

Works closely with the unclaimed freight / claims teams on issues pertaining to abandoned cargo.

Researches problems and performs root cause analysis in order to propose permanent solutions.

Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines

Any other duties as assigned.

Requirements
•High school diploma or general education degree (GED);
•One year related experience and/or training in a service related industry; or equivalent combination of education and experience.
•Excellent Soft skills
•Previous call center experience preferred.