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Dedicated Service Group Coordinator:2/3

Company: ZIM Integrated Shipping Services Ltd.
Location: Norfolk
Posted on: June 7, 2021

Job Description:

Dedicated Service Group Coordinator:2/3US-Norfolk5B.D18DescriptionMain purpose of the Role:To provide high quality service to all dedicated service customers (VIP), and to ensures that all cargo for Dedicated Service Customers (DSG) is properly discharged and delivered in a timely manner.Major Area of Responsibility:Primary point of contact between Zim and the DSG customer.Main Tasks:Tracks and Traces DSG cargo and provide updates to the customer as required.Maintains constant line of communication with DSG customers.Receive daily calls to assist DSG customers.Resolves all DSG customers complaints and problems.Creates excel spreadsheets for import/export containers for DSG accounts with current tracing information.Downloads excel spreadsheet for DSG accounts and applies the information to existing spreadsheets according to the vessel schedule.Create excel spreadsheets for DSG manual billing process and send daily updates DSG customers for their approval and coordinate payments on ocean freight.Maintains constant line of communication with DSG customers.Works with demurrage team for all demurrage issues for all DSG customers.Works with Logistics team /third party vendor (IMS) to help coordinate inland moves.Coordinates with other domestic and international Zim offices and agents for manifest correctors.Sends out arrival notices and bill of ladings upon request, pull reports to confirm that all containers for the DSG customers are accounted for, and coordinates with DSG customers for delivery instructions.Evaluates and Communicates with Finical department to help reconcile all payment discrepancies (Short Pay or Over Pay).Performs various miscellaneous customer requests.KPI's:Emails answered within 2 hoursOther KPIs according to ZIM measurement systemCompetences:Complex problem solvera. To solve existing problem need, identify the needs / problem source in order to solve the problem successfullyb. To identify & solve the problem within complex process/situation successfullyc. To identify potential problems in a proactive mannerQuality oriented - work according to processa. To work according to the policy / procedure / processes / methodology and to define KPIs and objectivesb. To create/update/improve policy/ procedure / processes / methodology according to defined KPIs and objectivesc. To define KPIs and objectives in order to improve the processCommunication skills - deliver core messages that are clear and understandable, and lead to action. Has a high-level presentation skill via all channels.Customer service approach (internal & external)a. To be most attentive and response positively to customer needs on timeb. Cooperate with the customer in an effective and efficient manner that will make the customer perceive you as a partner.RequirementsBachelor's degree (B. A.) from four-year College or University;One to two years related experience and/or training; or equivalent combination of education and experience.Knowledge of Microsoft Excel Spreadsheet software.

Keywords: ZIM Integrated Shipping Services Ltd., Norfolk , Dedicated Service Group Coordinator:2/3, Other , Norfolk, Virginia

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