Country Customer Service Manager at ZIM Integrated Shipping Services

Description

• Monitor and ensure smooth operation of all Import Release activities – Arrival Notice, invoicing, Releasing, and Delivery Order  
• Monitor and ensure POL’s request and enquiry on shipments are promptly and effectively handled
• Monitor and ensure timely follow up of unclaimed cargo which involves communication with customers, HO, and the respective POLs
• Monitor and ensure timely follow up of unreturned empty containers with customers
• Management of import team members
• Monitor and ensure all aspects of customer service are smoothly and efficiently performed – services enquires, requests and complaints 
• Monitor and ensure timely and effective processing of customer requests on demurrage/ container deposit waiver by checking their support history and future potential for management consideration
• Monitor and ensure timely container deposit refund operation
• Monitor and ensure smooth containers step down/transfer which involves the liaison with customers and Import Documentation
• Monitor and ensure the concession file is well maintained and that periodical review with the management/BU is carried out 
• Assist to pursue with customers on outstanding demurrage settlement
• Management of Customer Service team members
• Monitor and ensure smooth manifest operation – timely receipt of manifest from POLs and VSA partners and timely dispatch of manifest to various authorities
• Monitor and ensure effective handling of manifest related enquiries/requests from POL 
• Monitor and ensure prompt and efficient processing of vessel and container enquires from customer
• Monitor and ensure stepdown/ transfer instructions from CS are well implemented which involves the liaison amongst CS/ Customers/ Terminals/ Off-dock depots
• Management of Documentation team members
• Relationship building and maintaining with customers and forwarding agents
• Handling enquiries from POL on local matters – rules and regulations and charges
• Handling of customer complaints and cargo claims
• Export customer service monitoring – timely dispatch of manifest, application of correct freight rate, providing of correct BL information to POD
• Process Improvement and Mapping to improve accuracy and timeliness of work – Customer Satisfaction
• Customer visit with Commercial team for benchmarking excellence  

Requirements

• First degree in Business Administration or relevant discipline
• Master’s in business administration is an added advantage
• At least 7 years of progressive responsibility in customer service with at least 5 of those years in a managerial position
• Demonstrable knowledge and experience about the Nigerian market and industry trends
• Proficiency in Microsoft Office and customer service software
• Outstanding written and verbal communication skills
• Good understanding of management practices and techniques
• Knowledge of the legal and /or regulatory Nigerian framework
• Excellent leadership and interpersonal skills