Customer Service - Booking Agent - Genova, Liguria, Italy

The Booking Agent Works within the Customer Service Department and supports the end‑to‑end management of customer booking activities, from order intake to vessel sailing. The role ensures accuracy, compliance and timely execution of booking processes, contributing to a high level of customer service and effective coordination between Customer Service, Sales, Operations, Documentation and Logistics teams.

Main Job Responsibilities

Create, update and maintain booking orders (including Hazardous Cargo and Out of Gauge cargo) in the operating systems in line with company procedures.

Ensure bookings are correctly freighted at the time of entry, applying approved tariffs, surcharges and conditions.

Manage vessel allocation and routing, considering space availability and operational constraints.

Monitor and follow up bookings until gate in, ensuring accuracy and completeness of data.

Manage booking‑related service requests through the CRM system, ensuring timely handling in line with service level standards.

Act as a point of reference for customers and internal stakeholders regarding booking status and requests.

Coordinate with Sales, Operations and Documentation teams to resolve issues and ensure service continuity.

Escalate critical or time‑sensitive issues when necessary.

Collect and verify customer master data, ensuring proper creation and update in internal systems.

Validate and manage supporting documentation (e.g. special cargo approvals, certificates, declarations).

Ensure consistency between customer instructions, system data and operational documentation.

Maintain accurate records to support operational tracking, compliance and audit requirements.

Coordinate equipment release and logistics instructions in alignment with operational requirements and stock availability.

Ensure proper communication with terminals (e.g. pre‑advise, loading lists transmission).

Perform booking changes (schedule, rotation, equipment).

Follow up on inactive or delayed shipments, ensuring timely resolution.

Manage overbookings and changes in accordance with company guidelines.

Perform freight adjustments when required and approved.

Ensure proper filing and archiving of documentation.

Support customers with booking‑related inquiries until shipment completion.

Promote the use of digital tools and e‑commerce solutions.

Contribute to the continuous improvement of booking processes and customer service quality.

Operate with cost awareness and efficiency in line with company guidelines.

Requirements

Diploma or Bachelor’s degree in Logistics, Economics, Business Administration or related fields.

Experience in shipping, logistics or customer service environments is an advantage.

Good command of written and spoken English and local language.

Good knowledge of MS Office tools (Excel, Outlook).

Familiarity with CRM and booking/operating systems is a plus.

Knowledge of containerised export processes and shipping operations.

Strong customer‑oriented mindset.

Attention to detail and accuracy.

Problem‑solving attitude and ability to manage multiple priorities.

Good communication and collaboration skills.

Ability to work in a structured, fast‑paced and team‑oriented environment.

Job Location: Genova, Italia.

Contract Type: Full time, Permanent/Temporary based on candidate’s experience.

Salary Range: 27.000 E – 33.000 E.

Hybrid working arrangement up to 20% of the time.

ZIM is proud and committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sexual orientation, citizenship, nationality, disability, veteran status, or any other aspects protected by law. In addition, ZIM provides accommodation to individuals with disabilities or special needs.

#J-18808-Ljbffr