Description

ESL Uganda has an excellent and exciting opportunity for Customer service Executive. We seek to give the opportunity to a candidate who ideally holds a professional qualification in customer service-related field, with in-depth experience in Shipping & Supply Chain sales.

The successful candidate shall be based in Kampala as the point of operation.

The Customer Service Executive will be responsible for managing client inquiries, providing updates on shipments, ensuring smooth communication between clients & the operations team, and resolving any issues related to clearing & delivery of goods.

Ultimately, the Customer Service Executive helps meet and surpass business expectations, contributing to our company’s rapid & sustainable growth.

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.

• 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.
• 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.

• 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.

• 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.