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ZIM Netherlands – Customer Service Team Leader

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ZIM Netherlands – Customer Service Team Leader

We are looking for an experienced and versatile professional to join our Customer Service Department in our Benelux organization. The ideal candidate will have at least 5 years of professional experience either in forwarding or working in a liner agency. As a Customer Service Coordinator

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, you will play a crucial role in ensuring excellent service delivery to our clients across various aspects of export, import, and cross-trade operations. 


  • Creation, implementation, and monitoring of Customer Service procedures;
  • Evaluate processes, identify risks, develop solutions, and implement improvements;
  • Meet the company KPI targets;
  • Maintain active communications with regional head office on outstanding issues;
  • Train CS coordinators, ensuring timely, accurate CS processes;
  • Management of the necessary documentation for customs clearance;
  • Preparation of statistics and reports;
  • Coordination distribution and operations department and resources for imports and exports;
  • Disputes management / assist finance in solving and dealing with customer disputes;
  • Be the first point of escalation for any problems or issues encountered by any member of the team;
  • Lead and supervise team members to consistently deliver and exceptional customer experience;
  • Facilitate training and induction to ZIM e-tools, processes, and procedures;
  • Ensure the correctness of sales invoices;
  • Prioritizes workload, handles high volume of emails, and calls from customers with ability to respond promptly and professionally;
  • Serves as ultimate point of contact for customer service complaints & claims.


  • Problem solver and can-do approach;
  • Strong coaching skill and ability to work with data;
  • Focusing on process improvement
  • Result driven with focus on team efficiency;
  • Strong communication skills;
  • Willingness to go the extra mile to understand and support customers;
  • Ability to work under pressure and respect deadlines;
  • A minimum of 5-7 years of commercial or CS experience in logistics/shipping;
  • Fluent in English and Dutch (mother tongue);
  • Good Analytical skills and ability to work with MS software.

If you’re interested in applying for this position, please submit your application and CV by clicking button below or fill out this form.


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