Resolutions Supervisor

ZIM Integrated Shipping Services Ltd.; Virginia Beach (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

ZIM Integrated Shipping Services Ltd. in Virginia Beach is seeking a Resolution Supervisor to oversee daily operations of the Resolution Specialists, ensuring tasks are completed efficiently and in line with policy.

You will coach the team, guide onboarding, and collaborate with Sales and Collections to resolve complex cases, driving continuous improvement. The role requires strong leadership, Excel proficiency, and shipping industry experience, with responsibilities spanning audits, performance

Qualifications

• High school diploma or equivalent; management certification is a plus.
• Minimum of three years in shipping or maritime related experience.
• Strong leadership and organizational skills.
• Analytical with advanced Microsoft Excel skills.
• Excellent communication and interpersonal abilities.
• Ability to handle multiple tasks and work under pressure.
• Understanding of current shipping regulations is preferred.

Responsibilities

• Supervise and coordinate the work of Resolution Specialists to support timely and accurate case completion.
• Manage daily Discount Workflow processing in accordance with established procedures.
• Conduct case and email audits to support quality, accuracy, and process compliance.
• Monitor team performance and provide ongoing coaching and constructive feedback.
• Support onboarding, training, and development of new employees.
• Partner with Sales to support customer onboarding and resolution-related requirements.
• Analyze root-cause reporting to identify trends and recommend process improvements.
• Collaborate with Collections to manage and resolve escalated cases.
• Monitor employee workload and assist with the first point of escalation.
• Complete Case Audits.
• Review Email Sampling from the group mailbox.
• Conduct regular one-on-ones with direct reports.
• Track Employee Reports.
• Daily Completion and Review of Discount Workflow.
• Daily updates on Aging Case Report.
• Assist in onboarding/training of new employees and ongoing development for existing team members.
• Participate in planning and strategy meetings to align team goals with company objectives.
• Review Root Cause Analysis Report and provide feedback for Management Action Items.
• Complete Sales and Re-Onboarding Calls.

Skills

Leadership

Organizational skills

Analytical thinking

Communication

Multitasking

Regulatory awareness

Education

High school diploma or equivalent

Management certification

Tools

Microsoft Excel

Job description

Main Purpose of the Role:

The Resolution Supervisor is responsible for overseeing the daily operations of the Resolution Specialists by ensuring that all tasks are completed efficiently and effectively. This role involves managing team performance, providing guidance and support, and ensuring that company policies and procedures are followed.

Major areas of Responsibility:

• Supervise and coordinate the work of Resolution Specialists to support timely and accurate case completion.
• Manage daily Discount Workflow processing in accordance with established procedures.
• Conduct case and email audits to support quality, accuracy, and process compliance.
• Monitor team performance and provide ongoing coaching and constructive feedback.
• Support the onboarding, training, and development of new employees.
• Partner with Sales to support customer onboarding and resolution-related requirements.
• Analyze root-cause reporting to identify trends and recommend process improvements.
• Collaborate with Collections to manage and resolve escalated cases.

Main Tasks:

• Monitoring employee workload and assisting with the first point of escalation.
• Completion of Case Audits.
• Email Sampling Review from the group mailbox.
• Completion of regularly scheduled one on one’s with direct reports.
• Employee Report Tracking.
• Daily Completion and Review of Discount Workflow.
• Daily update sent on the Aging Case Report.
• Assisting in the onboarding and training of new employees, as well as ongoing development for existing team members.
• Participating in planning and strategy meetings to align team goals with company objectives.
• Review the Root Cause Analysis Report and Provide Feedback for Management Action Items.
• Completion of Sales and Re-Onboarding Calls.

Requirements

• High school diploma or equivalent; additional education or certification in management is a plus.
• Minimum of three years in shipping or maritime related experience.
• Strong leadership and organizational skills.
• Must be analytical with advanced Microsoft Excel Skills
• Excellent communication and interpersonal abilities.
• Ability to handle multiple tasks and work under pressure.
• Understanding of current shipping regulations is preferred.