Country Customer Service Manager

<h3>Description</h3> <p>As the Country Customer Service Manager for ZIM Spain, you will lead and oversee all aspects of Customer Service operations, including Exports, Imports, and Documentation. Your primary focus will be on implementing and enhancing Customer Service initiatives, ensuring the delivery of exceptional service to ZIM Spain's account base. You will provide strategic leadership and a clear vision for the Spanish Customer Service Unit, driving operational excellence and customer satisfaction.</p><p><br/></p><p><strong>Key Responsibilities: </strong></p><p><strong>Management, Leadership and Direction </strong></p><ul><li>Daily operations of the 3 sub-units that comprise Customer Service</li><li>Providing guidance and coordinating the team efforts to address the needs of the customers</li><li>Monitoring and measuring through metrics of our daily performance versus our commitment to the customers.</li><li>Dealing with the branches on escalation matters</li><li>Setting a clear level of understanding related to roles and responsibilities while giving meaningful feedback, coaching and development personal development plans</li><li>Leading and managing issues related to other departments and functions, together with the Country Managing Director and relevant functional managers</li></ul><p><strong>Organization Change</strong></p><ul><li>Strategize with CS team members improve measures, service upgrade and avenues that will provide ease of use for our customers</li><li>Setting a clear governance around system and process adherence </li></ul><p><strong>Development and coaching of Customer Service team</strong></p><ul><li>Guide and mentor the 3 CS Team Supervisors and individual staff, working to instill the unit’s core values into the daily routine</li><li>Focus on high- and low performing individuals with the aim to develop a highly efficient team, in which all team members fully understand their roles and levels of contribution</li></ul><p><strong>Daily correspondence and emails</strong></p><ul><li>Interacting with the Supervisor Team, as well as all other managerial functions in Spain, in addition corresponding with Head Office CS unit preparing and analyzing reports</li></ul> <h3>Requirements</h3> <ul><li>Experience: Minimum of 7 years management experience of a team &gt;15 Direct and indirect reports</li><li>Call Center/Customer Service Experience preferred</li><li>Transportation/Logistics/Shipping Experience while not a must, it will be most beneficial</li><li>Languages: Native Spanish speaker and Business Fluent English levels both verbally and in writing</li></ul>