Customer Service Executive

MAIN DUTIES & RESPONSIBILITIES

• Verify all documents on accuracy and adequacy for clearance purposes before file opening or dispatching to destination for further clearance.
• Open relevant files and track shipment arrival.
• Coordinating with operations teams both Malaba, Kampala and Mombasa for seamless operation.
• Timely updates to customers regarding shipment status through Daily Status Reports (DSR).
• Receiving pre-alert clearance documents from clients.
• Updating files online using SharePoint for proper archiving.
• Dispatching and monitoring operation couriers for documents.
• Preparing chronologies for shipments with storage charges.
• Availing and ensuring all files have necessary documents before submitting them to finance for invoicing.
• Conducting customer survey feedback survey.
• Following up with transporters/drivers carrying the consignments of the clients.
• Requesting T1S/Exit notes from the System.
• Monitoring release of shipments in URA system.
• Ensuring hard copies of files are archived properly for proper retrieve once required.
• Consistently update the import and export registers.
• Prompt response to RFQs from clients and potential clients.
• Proactively attend to customer issues to avoid complaints. Where complaints arise, ensure resolution and escalations where necessary.
• Send periodic updates to clients on legislative (regulatory) changes affecting their shipments.
• Proactive communication with relevant stakeholders involved.
• Visit clients served at least once in three months and get feedback.
• Ensure the Standard Operating procedures are strictly adhered to.
• Submission of weekly and monthly Customer service reports to Head of Operations.

Other Tasks:

• Participate in trade shows, fairs, and promotions.
• Arrange customer workshops to ensure ESL brand is reinforced with customers.
• Maintains up-to-date understanding of industry trends and technical developments that affect target markets.
• Actively participate in customer satisfaction surveys.

QUALIFICATIONS:

• Diploma/Degree in Clearing & Forwarding, Business Administration, Transport & logistics, or related course.
• EACFFPC certification is an added advantage.
• Minimum 2 years relevant Experience in the logistics industry.

COMPETENCIES AND SKILLS:

• Proficient in Ms. Word & Excel workbooks.
• Conversant with the Customs Procedures.
• Product Knowledge.
• Problem solving & conflict resolution.
• Documentation skills.
• Customer service and interpersonal skills.
• Time management.
• Team player.
• High integrity.
• Self-driven.