Customer Service Executive job at Express Shipping and Logistics East Africa | Apply Now

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 teams in Malaba, Kampala and Mombasa for seamless operations.

• 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 the release of shipments in the 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.

Marketing Activities

• Participate in trade shows, fairs, and promotions.

• Arrange customer workshops to ensure ESL brand is reinforced with customers.

• Maintain an up-to-date understanding of industry trends and technical developments that affect target markets.

• Actively participate in customer satisfaction surveys.

General

• Any other assignment or any other duty as deemed necessary from time to time.