Senior Customer Service Manager

ZIM Integrated Shipping Services is hiring a Senior Customer Service Manager in Virginia Beach, Virginia Beach City, to lead service operations and elevate the experience that keeps customers loyal. This full-time, on-site role puts an experienced leader at the center of a collaborative management team driving service excellence.

About the Role

As Senior Customer Service Manager, you will direct the day-to-day customer service function, making the most of available resources while shaping the processes that define how customers experience ZIM. Working alongside a wider group of managers, you will help raise the overall standard of service and ensure that every interaction reflects the company's vision and values.

Key Responsibilities

• Oversee and coordinate the customer service team's activities to keep service delivery efficient and consistent.
• Allocate people and resources effectively to meet operational demands.
• Design and refine the processes that shape the end-to-end customer experience.
• Address and resolve negative service situations before they affect customer relationships.
• Prepare and deliver performance reports that inform decision-making.
• Partner with fellow managers to continuously improve the quality of service provided to ZIM's customers.

Qualifications

• Proven experience leading or managing a customer service operation, ideally at a senior level.
• Strong people-management skills with the ability to optimize teams and resources.
• A track record of improving processes that influence customer satisfaction.
• Confident reporting and analytical abilities to track and communicate service performance.
• A collaborative mindset suited to working within a community of managers.
• Alignment with ZIM's vision and values and a genuine commitment to customer experience.

About ZIM Integrated Shipping Services

ZIM Integrated Shipping Services is a global container shipping company connecting businesses and markets across the world. The organization values service quality, teamwork, and a customer-first approach, supported by managers who work together to deliver dependable, high-standard service.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.