JOB DETAILS

Customer Service Processes Specialist

CompanyZIM
LocationHaifa
Work ModeOn Site
PostedApril 26, 2026
About The Company
With a rich legacy spanning over two decades, ZIM Log stands at the forefront of the logistics industry, committed to delivering unparalleled services. Serving as your one-stop-shop for cutting-edge logistics solutions, we take pride in our ability to navigate the complexities of freight forwarding with seamless precision. We understand that each shipment is as unique as your business. Our extensive global network and team of seasoned professionals is finely tuned to cater to a diverse array of freight, ensuring that, regardless of size or shape, your cargo reaches its destination with precision and care. Our commitment to nurturing ingenuity and leveraging a robust global network isn't just a feature; it's your ultimate competitive advantage. Stay ahead with smart and competitive logistics solutions carefully tailored to address your distinct challenges. Your success is not just a goal; it's our destination! Get in touch with us today >> www.zim-log.com
About the Role

We are looking for a Customer Service Processes Specialist that will handle the following:

CS processes:

  • Develop and define service procedures, policies and standards in a Global and Local level
  • Work cross-functionally (i.e. Cargo flow, Sales, Operations, Training, IT and Knowledge Management teams) to ensure that the Customer Service function has the most efficient and effective workflows to help with resolving customer issues.
  • Work in cooperation with the countries and with different organization’s functions in order to analyze current processes and define new local and global processes effective for improved customer experience.
  • Assist with gathering insight and analyzing data in order to identify and assess opportunities for improvement
  • Build and lead the execution of continuous improvement practices for all customer facing workflows
  • Define guidelines to the Customer Service managers and teams how to manage their local contact centers and execute processes that improve customer experience and increase quality and efficiency.
  • Monitor and support the implementation of the new processes to ensure compliance with the standards defined.  

Internal Communication, Knowledge and training:

  • Develop and define Global CS training for CS employees and Managers (i.e.: professional, service, soft skills, managerial, new employee)
  • Act as facilitator of internal service training - conducte training with the country nominees and with CS managers
  • Promoting CX global team and activities
  • Internal communication (success stories, movies)
  • Promoting implementation of Service Routines and supporting managers (observation & feedback, changing customer perception, team meeting and more) 

Service systems:

  • Define and analyze the business requirements for different system developments to support the CX and CSRs (ZRM, genesis and more)




 


Requirements

  • Bachelor's degree - a must
  • 5 years of experience within the customer service domain: Define service processes, procedures and policies, Develop and define service trainings, Act as training facilitator for internal CS training, Lead and implement service projects, managing CS team (contact center)
  • Fluent English – Speaking, reading & writing - a must
  • Experience working in a global company- Advantage
Key Skills
Customer Service ProcessesProcess ImprovementTraining FacilitationCross-functional CollaborationData AnalysisContinuous ImprovementContact Center ManagementInternal CommunicationService StandardsBusiness Requirements AnalysisProject ManagementGlobal OperationsKnowledge ManagementCustomer ExperienceSoft Skills Training
Categories
Customer Service & SupportManagement & LeadershipLogistics
Job Information
📋Core Responsibilities
The specialist will define and implement global customer service processes, policies, and training programs to improve efficiency and customer experience. They will also collaborate cross-functionally to analyze data and support the development of service systems.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
93
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
Apply Now →

You'll be redirected to
the company's application page