Head of Customer Experience & Operations

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

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