Customer Service Coordinator - Export Support Services

ZIM Integrated Shipping Services Ltd.; Virginia Beach, Northern (VA, KY); On-site; USD 42,000 - 65,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. in Virginia Beach seeks a Customer Service Coordinator for Export Support Services to manage release functions for export and import, print B/Ls, and answer enquiries from internal teams and customers.

You will coordinate releases in in-house and external systems, handle customer inquiries by email, phone, and chat, and perform root-cause analysis to improve processes. Strong communication and teamwork are essential.

Qualifications

• Associate’s degree or equivalent work experience.
• 1–2 years related experience and/or training.
• Excellent soft skills.

Responsibilities

• Release shipments within in-house and external systems.
• Answer emails and communications from internal teams and customers.
• Disseminate release information to import colleagues and others querying about release statuses.
• Respond promptly to customer inquiries via email, phone, or chat.
• Validate, surrender, and file bills of lading and waybills.
• Manage seaway bulk release processes for US import shipments.
• Release shipments for cash customers after payment confirmation.
• Research problems and perform root cause analysis for permanent solutions.
• Pursue personal growth through coaching and training to improve daily performance.
• Perform any other duties as assigned.

Skills

Communication

Customer service

Problem solving

Education

Associate degree

Job description

Customer Service Coordinator - Export Support Services

Main Purpose of the Role:

The Release Coordinator is responsible for managing release functions for both export and import and other back-office activities that support the Contact Center, Support Services team, and GSS. This includes releasing bills of lading, validating criteria of releases, shipment audits, and printing of B/Ls and answering enquiries from internal and external customers.

Main Tasks:

• Appropriately release shipments within in-house system and external systems.
• Answers incoming emails and communications from internal teams at ZIM and GSS related to releases.
• Disseminates release information to other import colleagues and relevant parties inquiring about release statuses and processes.
• Responds promptly to customer enquiries utilizing various methods of communication (email, phone, instant messaging, etc.).
• Validates, surrenders, and files original bills of lading, electronic bills of lading, and waybills according to date received.
• Manages seaway bulk release processes for US import shipments.
• Releases shipments and executes full release for cash customers upon confirmation of payment.
• Research problems and perform root cause analysis in order to propose permanent solutions.
• Takes ownership of personal growth by applying coaching, feedback, and training to improve daily performance and skills.
• Works as directed for any other duties assigned.

Requirements

• Associate’s degree from accredited college or university preferred or equivalent work experience
• One to two years related experience and/or training; or equivalent combination of education and experience
• Excellent soft skills

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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.