Main Purpose of the Role:
The Resolution Supervisor is responsible for overseeing the daily operations of the Resolution Specialists by ensuring that all tasks are completed efficiently and effectively. This role involves managing team performance, providing guidance and support, and ensuring that company policies and procedures are followed.
Major areas of Responsibility:
- Supervise and coordinate the work of Resolution Specialists to support timely and accurate case completion.
- Manage daily Discount Workflow processing in accordance with established procedures.
- Conduct case and email audits to support quality, accuracy, and process compliance.
- Monitor team performance and provide ongoing coaching and constructive feedback.
- Support the onboarding, training, and development of new employees.
- Partner with Sales to support customer onboarding and resolution-related requirements.
- Analyze root-cause reporting to identify trends and recommend process improvements.
- Collaborate with Collections to manage and resolve escalated cases.
Main Tasks:
- Monitoring employee workload and assisting with the first point of escalation.
- Completion of Case Audits.
- Email Sampling Review from the group mailbox.
- Completion of regularly scheduled one on one’s with direct reports.
- Employee Report Tracking.
- Daily Completion and Review of Discount Workflow.
- Daily update sent on the Aging Case Report.
- Assisting in the onboarding and training of new employees, as well as ongoing development for existing team members.
- Participating in planning and strategy meetings to align team goals with company objectives.
- Review the Root Cause Analysis Report and Provide Feedback for Management Action Items.
- Completion of Sales and Re-Onboarding Calls.
- High school diploma or equivalent; additional education or certification in management is a plus.
- Minimum of three years in shipping or maritime related experience.
- Strong leadership and organizational skills.
- Must be analytical with advanced Microsoft Excel Skills
- Excellent communication and interpersonal abilities.
- Ability to handle multiple tasks and work under pressure.
- Understanding of current shipping regulations is preferred.
Skills Required
- High school diploma or equivalent
- Minimum of three years of shipping or maritime related experience
- Strong leadership and organizational skills
- Excellent communication and interpersonal abilities
- Ability to handle multiple tasks and work under pressure
- Understanding of current shipping regulations
- Additional education or certification in management
What We Do
Launched in Israel in 1945, ZIM (NYSE:ZIM) became a pioneer in container shipping in the early 1970’s, and has established itself as a leading global, asset-light container liner shipping company. We provide customers with innovative seaborne transportation and logistics services, covering the world’s major trade routes and focusing on select markets where we have competitive advantages and are able to maximize our market position. ZIM’s unique strategy as a digital-oriented, asset-light, global niche carrier offers distinctive advantages, allowing the company to provide innovative and premium customer-centric services while maximizing profitability. Through this focused strategy, enhanced digital tools, and a reputation as a top industry performer with high schedule reliability and service quality, ZIM is positioned to continue to expand its leadership and achieve best-in-class margins.
