Customer Service Representative

ZIM Integrated Shipping Services · Buenos Aires, CABA · 1 hour ago

We are looking for a Customer Service Representative that will handle the following:

Customer Service

Track and trace
ETA/cut off confirmation
e-COM queries
Resending documents (A/N, draft, invoice, others)
Customer notifications
Identify clients’ claims and disappointments as an improvement opportunity.
Make sure to handle internal queries on time in order not to delay answers to clients.

Bookings

Bookings creation, amendment and cancellation
Main BL update according to Schedule
Business errors handling
Monitor daily booking requests and confirmation within SLA (2hs)
Monitor Hive system and escalate to CSM any issue affecting bookings confirmation on time
To be in close contact with clients, especially when booking confirmation depends on allocation/equipment
To handle booking/SI survey recovery

External Interfaces

Coordination of booking list with Terminals
Coordination of priorities on loading restrictions with Cargo Flow Manager/Sales Manager
Identify new clients´ request as an opportunity to know the needs and offer a personalized service as part of the retention policy

Internal Interfaces

Handle communication with Documentation Team, Financial Dept, Sales, Operations and Equipment before answering to clients
Propose solutions to problems and bottle neck measuring clients´ special needs
Having regular coordination meetings with all relevant departments.
Monitor Auto Freight to avoid MC and delays on collection process.

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