Customer Service - Booking Agent - ZIM Integrated Shipping Services Ltd.

Meet the company behind the Z Factor! At ZIM, we believe shipping can be exciting. In a fast‑moving industry, we’ve made our mark with a fresh and unique approach; we’re all about our

people , and our people are all about the

Z Factor .

So, what is our Z Factor? It’s the spirit of

Innovation and Togetherness , it’s the

Can‑Do Approach , the

Agility

in thought and action, it’s the

personal touch

with both employees and customers.

Driving Global Trade Forward : Operating globally in over 90 countries, and serving over 32,000 customers in 300 ports worldwide, our differentiated global‑niche strategy covers major trade routes with a focus on select markets.

Our

mission ? To deliver an outstanding customer experience. We’ve blended cutting‑edge, data‑driven strategies with creative, tailored solutions to keep up with our customers’ evolving needs.

Are you ready to unleash your Z Factor?

Who we are looking for:

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 Booking Management & System Operations

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

Customer Service & CRM Coordination

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

Documentation & Data Accuracy

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

Operational Execution & Coordination

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

Post‑Sailing & Exception Handling

Manage overbookings and changes in accordance with company guidelines

Perform freight adjustments when required and approved

Ensure proper filing and archiving of documentation

Continuous Improvement & Customer Focus

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 containerized 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.

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