Job Vacancy: Documentation
Officer / Customer Service (Freight / Logistics)
We are a growing Freight Forwarding and Logistics Company, operating out of Nairobi and keen on providing exceptional service to our clients while operating with integrity and respect that our customers, partners, and employees demand.
We are a growing Freight Forwarding and Logistics Company, operating out of Nairobi and keen on providing exceptional service to our clients while operating with integrity and respect that our customers, partners, and employees demand.
We have an opportunity for the
position of a Customer Service representative / Documentation Officer to join
our organization.
Role: The ideal candidate will assist immediate manager to
coordinate the customer service and documentation functions of the freight
forwarding and the customs brokerage business lines.
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 regular accounts.
·
Seeks for customers’ feedback about
service delivery and fully responsible for customer satisfaction.
·
Handles incoming customer services
queries, issues and exception management,
·
Manages phone calls.
·
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.
·
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 facing activities Track delivery
progress of shipments.
Documentation Functions
·
Determine method of shipment and
prepare bills of lading, invoices, and other shipping documents.
·
Enter shipping information into a
computer by hand or by a hand-held scanner that reads bar codes on goods.
·
Estimate freight or courier rates and
record shipment costs and weights.
·
Keep records of all goods shipped,
received, and stored.
·
Attach address labels, identification
codes, and shipping instructions to cargo as and when required.
·
Check import or export documentation
to determine cargo contents and use tariff coding system to classify goods
according to fee or tariff group.
·
Route received goods to first
available flight/vessel or to appropriate storage areas.
·
Arrange insurance coverage for goods.
Job Requirements
·
A holder of a Diploma in Clearing and
Forwarding
·
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, 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.
·
Conversant with both imports and
export procedures and imports declaration (use of HS codes).
·
Knowledgeable on various types of
customs bonds and bonds processing.
·
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.
Application Procedure
Interested candidates should email
their cover letter and CV to hslogisticsjob@gmail.com no later than Wednesday
25th April 2018, quoting the job title, “ Documentation Officer/Customer
Service Representative” on the subject line.