Customer Service Representative

We are looking for a Customer Service Representative that will handle the following:

Customer Service

• Track and trace
• ETA/cut off confirmation
• e-COM queries
• Resending documents (A/N, draft, invoice, others)
• Customer notifications
• Identify clients’ claims and disappointments as an improvement opportunity.
• Make sure to handle internal queries on time in order not to delay answers to clients.

Bookings

• Bookings creation, amendment and cancellation
• Main BL update according to Schedule
• Business errors handling
• Monitor daily booking requests and confirmation within SLA (2hs)
• Monitor Hive system and escape to CSM any issue affecting bookings confirmation on time
• To be in close contact with clients, especially when booking confirmation depends on allocation/equipment
• To handle booking/SI survey recovery

External Interfaces

• Coordination of booking list with Terminals
• Coordination of priorities on loading restrictions with Cargo Flow Manager/Sales Manager
• Identify new clients´ request as an opportunity to know the needs and offer a personalized service as part of the retention policy

Internal Interfaces

• Handle communication with Documentation Team, Financial Dept, Sales, Operations and Equipment before answering to clients
• Propose solutions to problems and bottle neck measuring clients´ special needs
• Having regular coordination meetings with all relevant departments.
• Monitor Auto Freight to avoid MC and delays on collection process.

Requirements

• Academic education in Foreign Trade
• Working experience in a global company / Shipping industry-advantage.
• Proficient in MS office, Excel in particular.
• High control of English language (Speaking, reading and writing)
• Customer service approach (internal & external)
• Analytical thinking

We strongly believe in the power of networking and communication, and what better way to spread the word than through our own networks?

The Customer Service department ensures our customers receive the best experience and personal touch, by defining work processes, conducting professional training, and developing digital tools facilitating business with ZIM.

Our teams work to differentiate ZIM from its competitors as the most customer-centric carrier in the industry.

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