Fracht Kenya, a leading logistics and freight forwarding company, is looking for a Customer Service Executive to join our Mombasa branch. This role is responsible for cargo tracking, customer communication, invoicing, and operational coordination to ensure excellent service delivery to our clients.
ROLE OVERVIEW
The Customer Service Executive will be responsible for preparing cargo reports, updating clients on shipment progress, coordinating local shipments, and ensuring accurate documentation and invoicing. The role requires strong communication skills, problem-solving abilities, and attention to detail in a fast-paced logistics environment.
KEY RESPONSIBILITIES
Cargo Reporting & Operations
Prepare and send daily cargo reports to customers.
Track and monitor import and Exports shipments, updating clients on additional requirements.
Manage and coordinate local shipments under Mombasa clearance (port/CFS).
Oversee project cargo, ensuring correct documentation and timely client updates.
Provide shipment details and guidance to customers, ensuring smooth logistics processes.
CUSTOMER COMMUNICATION & ISSUE RESOLUTION
Act as the main point of contact for customers, handling inquiries via email, phone, or in person.
Address and escalate customer queries and complaints, ensuring resolution.
Provide accurate shipping and logistics information to clients. Coordinate with partner offices and local stakeholders for smooth shipment handling.
INVOICING & DOCUMENTATION
Validate and process billing to ensure accurate invoicing through the TRAKIT system.
Monitor general requests, invoice escalations, and system updates.
Maintain KPI statistics for sea shipments.
GENERAL & AD-HOC RESPONSIBILITIES
Perform other duties assigned by the Head of Customer Service.
Promote Fracht Kenya’s services to potential and existing clients.
QUALIFICATIONS & EXPERIENCE
Education:
Bachelor’s Degree in Business Administration or Customer Service Management.
Diploma in Customs Clearing & Forwarding.
Certificate in East Africa Customs Freight Forwarding Practicing Certificate.
Experience:
Knowledge of customs clearing and forwarding is an added advantage.
KEY COMPETENCIES & PERSONAL ATTRIBUTES
Strong teamwork & interpersonal skills
Excellent communication (written & verbal)
Ability to work long & irregular hours
Attention to detail & problem-solving mindset
Ability to meet deadlines & handle pressure
go to method of application »
Interested candidates should send their CV and cover letter to careers@ke.fracht.com by 20th April 2025. Please indicate the job title you are applying for on the email subject. Fracht Kenya is an equal opportunity employer. Shortlisting will be done on a rolling basis Only shortlisted candidates will be contacted.
Apply via :
careers@ke.fracht.com
