Customer service director

Main Purpose of the Role:

To ensure the department is running smoothly and to make sure that we are providing high quality service to our customers.

Main Tasks:

• Monitor daily activities of the department by utilizing the available system reports.
• Monitoring emails, escalating phone call issues, assisting personnel with resolving customer service issues, finding solutions to irregular shipments.
• Reporting measuring tools, interviews, hiring, posting alerts and updated vessel/port schedules, training organizing skill sets.
• Monitoring progress with traffic functions, securing ocean freight/obl receipt, releasing and handling customer inquiries and request by utilizing information found in the manifest and various routing programs.
• Serves as the ultimate point of contact for elevated customer service complaints.
• Responsible for recognizing and correcting all procedural/workflow problems and the dissemination of all new procedures and updates.
• Serves as the initial point of contact for employees on any work-related issues that may require managerial intervention.
• Establish clear, measurable goals that are in line with the company’s charter and values.
• Responsible for managing and monitoring dedicated team. This includes personnel issues, performance and non-performance actions.
• Responsible for ensuring all staffing levels are met.
• Responsible for ensuring that all subordinates are in accordance with all Zim’s policies and procedures.
• Responsible for planning, assigning, and directing work; appraising performance; rewarding and disciplining employees. Planning and directing team assignments.
• Promote team environment through positive reinforcement and application of company policies and procedures.
• Participating in implementing and improving business processes, policies and procedures.

Requirements

• Bachelor’s degree (B.A.) from four-year College or University, or equivalent combination of education and experience.
• 10-15 years related experience, including 10 years in a leadership or management role.
• 2-4 years of project management experience. PMP certificate – an advantage.
• Knowledge of Microsoft Excel Spreadsheet, Word and Outlook software required.
• Experience in shipping/ FF – an advantage.