Export Support Services Coordinator

Main Purpose of the Role:

The Export Support Services Coordinator is responsible for managing export documentation functions and other back office activities that support the Export Contact Center and GSS. This includes release of bills of lading, invoicing, documentation chasing, vessel cleaning and answering enquiries from the CS and GSS teams.

Main Tasks:

Answers incoming emails from internal teams at ZIM and GSS related to export bookings and documentation.

Chases bookings with no activity or missing documentation details which are required to approve cargo for loading.

Coordinates solutions to documentation issues for customers.

Releases original bills of lading and executes express release for cash customers upon confirmation of payment receipt.

Collects documents needed to secure hazardous approval and works with customers to sort out discrepancies.

Creates and modifies export bookings for special cargo.

Researches problems and performs root cause analysis in order to propose permanent solutions.

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

Any other duties as assigned.

KPI's:

• Respond to export queries within 2 hours.
• BLs released within 1 business day of sailing & receipt of payment.
• Vessels pre-cleaned 24 hours prior to sailing.
• Other KPIs according to ZIM measurement system

Competences:

1. Problem solver - To solve existing problem need, identify the needs / problem source in order to solve the problem successfully

2. Quality oriented: work according to process - To work according to the policy / procedure / processes / methodology and to define KPIs and objectives

3. Communication skills - deliver core messages that are clear and understandable, and lead to action. Has a high-level presentation skill via all channels.

4. Team player - Collaborating with other team members. Show commitment and respect to others.

5. Customer service approach (internal & external) - To be most attentive and respond positively to customer needs on time.

• High school diploma or general education degree (GED);
  
• One-year related experience and/or training in a service related industry; or equivalent combination of education and experience.
• Excellent Soft skills
• Previous call center experience preferred.