Customer Service Coordinator - Vipz

Main Purpose of the Role:

To provide high quality service to all strategic customers (VIP), and to ensure that all cargo for VIP customers is properly discharged and delivered in a timely manner.

Major Areas of Responsibility:

Primary point of contact between Zim and our VIP customers.

Main Tasks:

Answers incoming calls or emails from external customers and internal teams at ZIM

Serve as the primary contact for escalated issues and VIP customers.

Tracks and traces cargo, informing customers about critical milestones.

Coordinates solutions to intermodal and documentation issues for customers.

Handles all demurrage issues for VIP customers.

Create and distribute custom reporting as required on a per customer basis

Creates excel spreadsheets for import/export containers for VIP accounts with current tracing information.

Downloads excel spreadsheet for VIP accounts and applies the information to existing spreadsheets according to the vessel schedule.

Create excel spreadsheets for VIP manual billing process and send daily updates to VIP customers for their approval.

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 bills of ladings upon request, pull reports to confirm that all containers for the VIP customers are accounted for, and coordinates with VIP customers for delivery instructions.

Evaluates and Communicates with Financial department to help reconcile all payment discrepancies when a manual invoice is necessary or issued by VIP (Short Pay or Overpay).

Coordinate correctors when a manual invoice is created and/or late correctors for VIP customers

Resolve EDI Rejections for all customers receiving an electronic invoice

Performs various miscellaneous customer requests.

Research problems and perform root cause analysis to propose permanent solutions.

Takes an active role in his/her own development by integrating coaching/feedback on performance into daily routines.