Customer Service Coordinator - Import Support Services

Customer Service Coordinator – Import Support Services

The Import Support Services Coordinator is responsible for managing import documentation and release functions, as well as other back‑office activities that support the Import Contact Center and Global Service Support. The role involves post‑reconciliation activities, completion of manifest cor rectors, management of in‑bonds, cargo release, demurrage invoicing and pre‑abandonment communication.

• Answer incoming emails from internal teams at ZIM and GSS related to import bills of lading.
• Track and trace cargo, informing customers about critical milestones.
• Coordinate solutions to intermodal and documentation issues for customers, including manifest cor rectors, invoicing activity and resending arrival notices.
• Execute diversion requests in accordance with company policies.
• Track and invoice import demurrage in accordance with ZIM timelines and directives.
• Provide secondary support to the Import Call Center when required.
• Work closely with the unclaimed freight / claims teams on issues pertaining to abandoned cargo.
• Research problems and perform root cause analysis to propose permanent solutions.
• Take an active role in personal development by integrating coaching/feedback on performance into daily routines.
• Perform any other duties as assigned.

• 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.