Zim Relationship & Transitional Manager

We are looking for an Zim Relationship & Transitional Deputy General Manager that will handle the following :

• 
  Implement ZIM’s best practice, shipping rules and regulations and company procedures within the vendor documentation center
• Initiate improvements and adjustments in working procedures to support better services to agencies and customers, and when required, to provide specific solutions to specific needs
• Ensure highest level of operational service delivery from GSS team according to agreed service standards
• Maintain and manage service level and incidents management with agencies on regular basis
• Manage the escalation process and the involvement of other parties in the company regarding complaints and service incidents
• Maintain documentation of high quality and accuracy for all processes
• Coordinate between the documentation center and ZIM‘s worldwide agencies
• Create long-term, sustainable service provider - customer relationships
• Handle agencies’ and customers’ complaints and answer any queries, serving as second level for escalation, if required, after direct handling by the vendor
• Direct and verify GSS teams (vendors) readiness to serve agencies as part of the GSS program, or any transition of services to “off shore”.

You will need to have :

• 
  5 years’ experience in Customer Service department of a Global company Shipping industry
• Degree in Business Management, or other related field
• High level of Business English, both written and verbal