Customer Service Director

ZIM Integrated Shipping Services Ltd.; Virginia Beach, Northern (VA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. in Virginia Beach, VA, seeks an experienced Customer Service Manager to ensure department efficiency and high-quality service.

You will lead daily operations, manage staff levels, and implement process improvements to boost efficiency and customer satisfaction. The role requires strong leadership, project management, and a proven ability to handle escalations with a customer-centric approach.

Qualifications

• Bachelor's degree required or equivalent combination of education and experience.
• 10-15 years related experience with at least 10 years in leadership/management.
• 2-4 years of project management experience; PMP certification is a plus.
• Proficient in Microsoft Excel, Word, and Outlook.
• Experience in shipping/FF is an advantage.

Responsibilities

• Monitor daily activities of the department using system reports.
• Monitor emails, escalate phone issues, assist with resolving customer service issues.
• Report measuring tools, handle interviews, hiring, and scheduling.
• Update vessel/port schedules and organize training.
• Serve as the main contact for elevated customer service complaints.
• Identify and fix procedural/workflow problems and implement updates.
• Be the initial point of contact for employees on work-related issues needing management.
• Set clear, measurable goals aligned with company values.
• Manage staffing levels and performance, including disciplinary actions.
• Ensure subordinates comply with ZIM policies and procedures.
• Plan, assign, and direct work; appraise performance; recognize good work.
• Foster a positive team environment through reinforcement of policies.

Skills

Leadership

People management

Project management

Process improvement

Customer service

Education

Bachelor's degree (B.A.)

PMP certification

Tools

Microsoft Excel

Microsoft Word

Outlook

Job 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

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.