This role is primarily responsible for managing as well as executing documentation for clients. This is a player-coach role and reports to the Customer Service Manager. The standard hours are Monday through Friday from 8:30am to 5:30pm. Due to the deadline-oriented nature of the role, extra hours may be required to ensure client satisfaction.
To plan and prioritize daily/weekly routines of Documentation Team
Monitor key metrics to ensure department success. (Quality/Timely production of BL; Accuracy of invoice; Quality/Timely Manifest)
Monitor e-mail boxes to ensure completion of Service Requests within 2hs
Constant support to Documentation Team including involvement daily routines
Back-up of the Team during bottle-necks situations
Promote Customer Focus
Verifying that the CSRs are following to the defined guidelines & policies.
Ensure that all members understand the team’s objectives, work together to achieve it and meet their personal and team targets.
Responsibility for proper management of the team, the team's personnel. The team manager will be responsible for employee retention, the CSRs working environment & will support with any issues their employees may have by providing leadership & personal support.
Responsibilities:
Responsible for the customers' service experience and satisfaction level
Responsible for full completion of customers' queries by their team
Serve as the business expert for their team.
Monitor and improve their team’s performance, effectiveness & productivity by using internal tools.
Monitor and improve their team’s availability & service level by using internal tools.
Promote the team targets & represent the team's needs at the country level.
Responsible for employee satisfaction & Employee retention
Consistently improve the knowledge and professionalism of their team
Meet personal and team targets.
Bachelor's degree in Merchant Marine Trade, Law Career, Process Specialist, Business Administration or related fields
5-year experience in shipping documentation
Leadership experience required
High attention to detail.
Strong organizational skills with the ability to prioritize task to ensure that deadlines are met.
Outstanding communication and interpersonal skills, especially when delivering information to customers and team members.
Proactive approach
Positive, patient & assertive
Ability to lead, manage, motivate and inspire team members
Knowledge of performance evaluation and customer service metrics
Good computer software skill (EXCEL, WORD)
Fluent English – reading and writing
Launched in Israel in 1945, ZIM (NYSE:ZIM) became a pioneer in container shipping in the early 1970’s, and has established itself as a leading global, asset-light container liner shipping company. We provide customers with innovative seaborne transportation and logistics services, covering the world’s major trade routes and focusing on select markets where we have competitive advantages and are able to maximize our market position.
ZIM’s unique strategy as a digital-oriented, asset-light, global niche carrier offers distinctive advantages, allowing the company to provide innovative and premium customer-centric services while maximizing profitability.
Through this focused strategy, enhanced digital tools, and a reputation as a top industry performer with high schedule reliability and service quality, ZIM is positioned to continue to expand its leadership and achieve best-in-class margins.
