Customer Service Representative

ZIM Integrated Shipping Services; Municipio de Rincón de los Sauces; On-site; ARS 600,000 - 840,000; Full time

Job summary

ZIM Integrated Shipping Services is seeking a Customer Service Representative in Neuquén, Argentina, to manage track and trace, ETA confirmations, e-COM queries, and document handling for clients.

You will oversee bookings creation, amendments and cancellations, keep the schedule updated, and ensure responses meet SLA. Collaboration with Documentation, Financial, Sales and Operations is essential to deliver personalized service and resolve issues promptly.

Qualifications

• Academic education in Foreign Trade.
• Fluent English communication.
• Experience in global shipping preferred.
• Strong MS Office and Excel skills.

Responsibilities

• Handle customer service tasks including track and trace, ETA, and document requests.
• Manage bookings: create, amend, cancel, update schedules and SLA monitoring.
• Coordinate external interfaces with terminals and cargo flow teams.
• Collaborate with documentation, finance, sales, and operations to resolve issues.
• Identify client needs and propose improvements.

Skills

English

Communication

Reactiveness

Customer service

Analytical thinking

Education

Foreign Trade

Tools

MS Office

Excel

Job description

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 escalate 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)
• Communication skills
• Reactiveness
• Customer service approach (internal & external)
• Analytical thinking