Customer Service Coordinator - Import Support Services

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
• Logistics Experience preferred but not required