Customer Service Director

ZIM•Virginia Beach, VA

About The Position

The Customer Service Director will ensure the department runs smoothly and provides high-quality service to customers. This role involves monitoring daily activities, resolving customer issues, managing staff, and implementing business processes.

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.
Knowledge of Microsoft Excel Spreadsheet, Word and Outlook software required.

Nice To Haves

PMP certificate
Experience in shipping/FF

Responsibilities

Monitor daily activities of the department by utilizing the available system reports.
Monitor emails, escalate phone call issues, assist personnel with resolving customer service issues, and find solutions to irregular shipments.
Report on measuring tools, conduct interviews, hire staff, post alerts, and update vessel/port schedules.
Organize training and skill sets.
Monitor progress with traffic functions, secure ocean freight/OBL receipt, release and handle customer inquiries and requests by utilizing information found in the manifest and various routing programs.
Serve as the ultimate point of contact for elevated customer service complaints.
Recognize and correct all procedural/workflow problems and disseminate all new procedures and updates.
Serve 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.
Manage and monitor a dedicated team, including personnel issues, performance and non-performance actions.
Ensure all staffing levels are met.
Ensure that all subordinates are in accordance with all Zim’s policies and procedures.
Plan, assign, and direct work; appraise performance; reward and discipline employees.
Plan and direct team assignments.
Promote a team environment through positive reinforcement and application of company policies and procedures.
Participate in implementing and improving business processes, policies, and procedures.