Customer Service Executive – Freight Forwarding Department at Fargo Courier

JOB PURPOSE:

• The Customer Service Executive will be responsible for managing client relationships and ensuring seamless coordination of shipment logistics, invoicing, and documentation. This role requires a highly organized individual with excellent communication skills, capable of delivering exceptional customer service while supporting operational efficiency and meeting organizational objectives.

KEY DUTIES & RESPONSIBILITIES:

• Open files and prepare proper documentation for new shipments.
• Prepare and send daily updates to customers regarding shipment statuses.
• Manage booking requests, confirmations, tracking, tracing, and shipment documentation.
• Liaise with the documentation team to ensure timely processing of shipment-related invoices to avoid delays.
• Coordinate with declaration and operations departments for shipment statuses and cargo release.
• Monitor key performance indicators (KPIs) and Standard Operating Procedures (SOPs) and report to clients.
• Retain clients and monitor the growth of existing accounts, sharing projected volumes with commercial and operations heads.
• Engage clients on service and growth potential, conducting proactive business reviews.
• Maintain a full overview of account statuses and business relationships.
• Support the sales team by preparing and delivering presentations to new customers.
• Coordinate with the credit control department and respective sales managers for credit adherence and timely payment collection.
• Monitor shipment statuses and provide updates to clients.
• Handle and report damages and claims with KPA, shipping lines, transit sheds, and transporters, ensuring timely updates to customers.
• Coordinate preferred transport and shipping arrangements, pickup, and scope of work.
• Prepare quotations for exports, imports, transit, transshipments, and project cargo shipments. Coordinate with overseas agents on active shipments, ensuring correct documentation.
• Prepare tenders for local and international projects.
• Coordinate with cross-border agents for timely delivery and seamless operations.
• Maintain accurate, up-to-date client business profiles for sharing with sales and operations heads.
• Manage export bookings and the processing of export shipments (air and sea), while coordinating with transporters, Kenya Ports Authority (KPA), shipping lines, and other government agencies to ensure smooth and efficient operations.
• Ensure timely and precise client services aligned with company and industry quality standards.
• Assist in sales activities, including preparing proposals and delivering quality services.
• Prepare and maintain commercial reports for clearing and forwarding (C&F) activities.
• Source rates from partners as directed by sales and operations teams.
• Maintain the quotation log and provide monthly analysis reports.
• Maintain customer records, manage documentation, and adhere to industry regulations and company policies.
• Foster customer satisfaction and long-term relationships.
• Perform any other duties assigned by the Operations Manager or Business Head.

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree in Supply Chain, Operations Management, Logistics Management, or a Diploma in Clearing and Forwarding or Shipping.
• Minimum of 6 years of experience in the freight forwarding industry.
• Knowledge of customs legislation, import/export documentation, and customs clearance processes.
• Strong problem-solving, interpersonal, and communication skills (both oral and written).
• Ability to multitask and efficiently complete tasks under pressure.
• A team player with a positive attitude, keen attention to detail, and strong organizational skills.
• SAP and KESRA certification is an added advantage.