Part-Time Customer Service Coordinator, Import Support Services

ZIM Integrated Shipping Services Ltd.; Virginia Beach (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. is seeking an Import Support Services Coordinator in Virginia Beach to manage import documentation and release functions and support the Import Contact Center and GSS.

The role includes post-reconciliation work, manifest corrections, and demurrage-related tasks. The position requires a high school diploma and at least one year in a service-related role, with strong soft skills and preferred call center experience.

Qualifications

• High school diploma or GED required.
• One year related experience in a service-related industry preferred.
• Excellent soft skills required.
• Previous call center experience preferred.

Responsibilities

• Manage import documentation and release functions.
• Oversee post reconciliation activities and manifest correction.
• Coordinate intermodal and documentation issues for customers.
• Process diversion requests per company policy.
• Track and invoice import demurrage per timelines.
• Provide secondary support to Import Call Center as needed.
• Coordinate with unclaimed freight/claims teams on abandoned cargo issues.
• Identify problems and perform root-cause analysis for permanent solutions.
• Own development by incorporating feedback into daily routines.
• Perform additional duties as assigned.

Skills

Soft skills

Education

High School Diploma

Job description

Main Purpose of the Role:

The Import Support Services Coordinator is responsible for managing import documentation and release functions, as well as other back office activities that support the Import Contact Center and GSS. This includes post reconciliation activities, completion of manifest correctors, management of in-bonds, release of cargo release, demurrage invoicing and pre-abandonment communication.

Main Tasks:

• Working Routines Answers incoming emails from internal teams at ZIM and GSS related to import bills of lading.
• Tracks and traces cargo, informing customers about critical milestones.
• Coordinates solutions to intermodal and documentation issues for customers, including manifest correctors, invoicing activity and resending arrival notices.
• Executes diversion requests in accordance with company policies.
• Tracks and invoices import demurrage in accordance with ZIM timelines and directives.
• Provides secondary support to the Import Call Center when required.
• Works closely with the unclaimed freight / claims teams on issues pertaining to abandoned cargo.
• Other Responsibilities Researches problems and performs root cause analysis in order to propose permanent solutions.
• Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines
• Any other duties as assigned.

Requirements

• High school diploma or general education degree (GED);
• One year related experience and/or training in a service related industry; or equivalent combination of education and experience.
• Excellent Soft skills
• Previous call center experience preferred.

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.