Details:
Customer Service Function
Delivers a positive customer experience for all customers and ensures a smooth execution of the end to end shipment lifecycle by working closely with the customers and internal teams.
Hunts leads and follows up on opportunities for segmented and new customers as well as cross-selling to regular accounts.
Seeks for customers’ feedback about service delivery and fully responsible for customer satisfaction.
Handles incoming customer services queries, issues and exception management,
Act as a primary point of contact for customers and communicate proactively to keep customers informed of any issues.
Facilitate the customers’ needs timely and resolve issues effective by engaging relevant internal stakeholders.
Engage in constructive issue resolution. This includes dealing with escalations and complaints.
Address root causes and seek continuous improvements – constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets.
Act as the key interface between the customer and the operation.
Keeping track on delivery progress of shipments.
Handle escalations and take necessary decisions where customer requirements need to be met.
Work closely with all other departments including , Operations, C&F,Transport,Lifting and the Mombasa office for customer deadlines, the sales team for new and existing customer requirements and finance for budgeting and reporting purposes.
Documentation Functions
Consolidate daily status reports and share with clients
Ensure all quotations are dispached , contract signed and requisite documents collected
Job Requirements
A holder of a Diploma in Clearing and Forwarding/Degree in Logistics and Supply Chain Management an added advantage
A holder of an East African Customs Freight Forwarding Practicing Certificate (EACFFPC).
Experienced with more than 2 years of progressively more responsible positions in Logistics and Freight Forwarding, Imports and Exports industry.
Proficient in use of MS Office (Computer literate).
Proficient in the use of iCMS KESWS, TANCIS, ASYCUDA, Simba Tradex, ORBUS and KWATOS systems an added advantage
Conversant with both imports and export procedures
Experienced in logistics costing and preparing quotations.
Conversant with East African Customs Management Act including documentation in sea freight, air freight, clearing and forwarding and shipping procedures.
Knowledge, Skills and Competencies
Effective and excellent communication skills – both oral and written.
Highly developed teamwork skills – ability to work with others and embrace team work
Ability to coordinate the C&F operations with a small team of diverse creative employees.
Ability to lead in an environment of constant change.
Good interpersonal skills.
Demonstrated effectiveness in holding conversations with customers and giving progress reports.
Demonstrated ability to increase productivity and continuously improve methods, approaches and departmental contribution – commitment to continuous learning.
Willingness of going the extra mile for the customer.
Thinking out of the box and with focus on providing solutions.
Display accountability for customer satisfaction by owning and managing customer
