Customer Service Representative

The Customer Service Representative (CSR) is the primary customer service / operations contact with the customer. The CSR is also the primary operations contact with ZIM Logistics’ overseas offices & agents. The CSR conducts effective and efficient handling of shipments to ensure continuous cargo flow while at the same time respecting company policies and objectives, with an outstanding customer service and proactiveness.

Main responsibilities:

• Main point of contact with assigned customers and handling the transactional requirements of their accounts
• Proactively identify potential issues and work to resolve with sense of urgency,
• Effective and efficient job file set up and maintenance,
• Effectively communication with local/overseas Agents, carriers regarding bookings, shipping instructions & documentation (arrival notices, bills of lading, etc.)
• Providing pre-alerts to customers and/or overseas offices & agents
• Pickup Order creation & distribution for OTR (over the road moves)
• Proactively tracking/tracing of shipments and provide timely updates to customers
• Preparing / follow up on customs documentation and requirements
• Generate reports for Customers
• Insurance and additional services follow up
• Timely update of milestones into company’s operating system
• Preparation of ZIM Logistics documentation
• Develop and maintain strong and close relationships with customers and vendors,
• Billing aligned with tax requirements in Canada
• Distribution of Proof of Deliveries
• Rating and creation of invoices following credit terms,
• Accruing revenue and costs accurately in the system following company’s guidelines,
• Support the Finance Team providing Information for Accounts Payable, Receivable functions,
• Review and approve vendors’ invoices

REQUIREMENTS

Requirements:

• Minimum 3 years of proven experience in Customer Service / Operations position with non-asset trucking brokerage and/or Asset ground operators
• Knowledge of Freight Forwarding / Supply Chain Logistics with Ocean/Air freight operations will be an asset
• Proficient in MS Office
• Excellent control of country’s local language. Good control of English language (Speaking, reading and writing)
• Knowledge of Canadian Customs requirements (ACI, HS Code, Fumigation)
• Knowledge of Incoterms
• Understanding of carriers' services and routing
• Must be detail oriented and accurate when processing documentation
• Team player