Customer Service Coordinator - Import Support Services
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.
Global Customer Service
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
- Logistics Experience preferred but not required
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