Customer Service Director

ZIM; Virginia Beach (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

ZIM in Virginia Beach seeks an experienced shipping and customer service leader to ensure the department runs smoothly and that we provide high quality service to our customers. You will oversee daily activities, manage a dedicated team, and drive improvements in processes and workflows.

Responsibilities include monitoring emails and system reports, escalating issues, coordinating with logistics and port schedules, and serving as the primary contact for elevated client concerns while upholding

Qualifications

• Bachelor’s degree in business or related field.
• 10–15 years related experience, including 10 years in a leadership or management role.
• 2–4 years of project management experience. PMP certificate – an advantage.
• Knowledge of Microsoft Excel, Word and Outlook software required.
• Experience in shipping/FF – an advantage.

Responsibilities

• Monitor daily activities of the department by utilizing system reports.
• Monitor emails, escalate phone call issues, assist personnel with resolving customer service issues, and find solutions to irregular shipments.
• Reporting measuring tools, interviews, hiring, posting alerts and updated vessel/port schedules, training organizing skill sets.
• Monitor progress with traffic functions, securing ocean freight/obl receipt, releasing and handling customer inquiries and requests by utilizing information in manifests and routing programs.
• Serve as the ultimate point of contact for elevated customer service complaints.
• Responsible for recognizing and correcting procedural/workflow problems and disseminating new procedures and updates.
• Serve as the initial point of contact for employees on work-related issues requiring managerial intervention.
• Establish clear, measurable goals aligned with the company’s charter and values.
• Manage and monitor a dedicated team, including personnel issues, performance and non-performance actions.
• Ensure staffing levels are met and all subordinates comply with ZIM policies and procedures.
• Plan, assign, and direct work; appraise performance; reward and discipline; plan and direct team assignments.
• Promote a team environment through positive reinforcement and application of company policies and procedures.
• Participate in implementing and improving business processes, policies and procedures.

Skills

Leadership

Customer service management

Microsoft Excel

Project management

Education

Bachelor’s degree (B.A.)

Tools

Excel

Word

Outlook

Job description

Description

Main Purpose of the Role:

To ensure the department is running smoothly and to make sure that we are providing high quality service to our customers.

Main Tasks:

• Monitor daily activities of the department by utilizing the available system reports.
• Monitoring emails, escalating phone call issues, assisting personnel with resolving customer service issues, finding solutions to irregular shipments.
• Reporting measuring tools, interviews, hiring, posting alerts and updated vessel/port schedules, training organizing skill sets.
• Monitoring progress with traffic functions, securing ocean freight/obl receipt, releasing and handling customer inquiries and request by utilizing information found in the manifest and various routing programs.
• Serves as the ultimate point of contact for elevated customer service complaints.
• Responsible for recognizing and correcting all procedural/workflow problems and the dissemination of all new procedures and updates.
• Serves as the initial point of contact for employees on any work-related issues that may require managerial intervention.
• Establish clear, measurable goals that are in line with the company’s charter and values.
• Responsible for managing and monitoring dedicated team. This includes personnel issues, performance and non - performance actions.
• Responsible for ensuring all staffing levels are met.
• Responsible for ensuring that all subordinates are in accordance with all Zim’s policies and procedures.
• Responsible for planning, assigning, and directing work; appraising performance; rewarding and disciplining employees. Planning and directing team assignments.
• Promote team environment through positive reinforcement and application of company policies and procedures.
• Participating in implementing and improving business processes, policies and procedures.

Requirements

Bachelor’s degree (B.A.) from four-year College or University, or equivalent combination of education and experience.

10-15 years related experience, including 10 years in a leadership or management role.

2-4 years of project management experience. PMP certificate – an advantage.

Knowledge of Microsoft Excel Spreadsheet, Word and Outlook software required.

Experience in shipping/ FF – an advantage