Location: Kampala Office
Reports to: Manager Imports
Department: Commercial

As our team grows; Fracht Uganda invites applications for a Senior Customer Service Executive- Imports

Job purpose:

Using your skills and experience to ensure that FRACHT delivers the best and highest possible standards of service to its customers. To ensure maximum customer satisfaction.

Co-ordinating with Internal and external stakeholders

• Receives information, documents and instructions from clients
• Initiates file openings and document dispatches
• Handles inquiries and preparation of quotations to existing clients
• Verifies confirmed business in relation to the approved quotation
• Checks documents for correctness and completeness
• Co-ordinates all activities with both internal and external stakeholders (Operations and Finance depts, affiliated offices or agents, branch offices, transporters and others)
• Monitors the progress of all ongoing transactions daily
• Prepares and dispatches invoices to Clients

Monitoring and follow up

• Proactively assess information and documentation required, immediately upon receipt of order or documents for smooth clearance and delivery.
• Follow up for the required or missing information and documentation with the relevant parties
• Periodically coordinate with the Finance department and Clients for payments of due invoices.
• Proactively Inform the clients about due invoices for payment prior to release of incoming shipments, allowing the client to make preparations to pay prior to arrival

Providing Customer care Services

• Keeps the client informed of the progress of current consignments
• Suggests improvements in work procedures
• Prepares daily, monthly and annual cargo status and review reports
• Provides alternative solutions to challenges that Customers may face while importing or exporting their goods.
• Attend business meetings when requested by Clients

Client Visits

• Prepares and Submits Client Visit schedules to the head of Customer service
• Following the approved Client visit schedule meet the clients
• Prepare and submit Client Visit reports to management

Reporting

• Reports accidents and any other irregularity with potential financial implication to management immediately once made aware of the incident
• Issues client complaint forms on each complaint and avails them to the head of section for further processing and closing.

Recording

• Opens and updates files daily
• Ensures that proof of delivery is available on all transport files prior to closure of the file
• Ensures timely updates are done in the electronic cargo tracking system for all shipments handled

Responsibility for assigned adhoc duties

• Performs any other duties that may from time to time be assigned by the immediate supervisor

Minimum Qualifications:

• A bachelor’s degree in business/Economics is essential
• A Certificate in Clearing and Forwarding
• A Certificate in Customer Care
• Good computer skills and knowledge

Experience

• Minimum of 3 years working experience in a reputable private firm- preferably a Freight Forwarding Firm

Personal Attributes:

• Effective communication skills
• Ability to effectively work with a team
• Problem solving skills needed to be able to quickly resolve customer complaints and other issues that may arise from time to time
• Possession of interpersonal skills to be able to relate cordially with different classes of people
• Ability to handle stress well
• Ability to listen and pay attention to details
• Possess a pleasant and clear speaking voice, coupled with a fluency in English
• He/she must be highly motivated
• He/she should be open minded and enthusiastic towards excellence
• Possess a fair knowledge on how to use the computer system and its basic application
• Ability to be thorough and extremely analytical
• Possess flexibility and ability to effectively perform multiple functions at a time
• Ability to work under pressure and still meet up with deadlines without making errors
• Possess excellent telephone etiquette

• Receives information, documents and instructions from clients
• Initiates file openings and document dispatches
• Handles inquiries and preparation of quotations to existing clients
• Verifies confirmed business in relation to the approved quotation
• Checks documents for correctness and completeness
• Co-ordinates all activities with both internal and external stakeholders (Operations and Finance depts, affiliated offices or agents, branch offices, transporters and others)
• Monitors the progress of all ongoing transactions daily
• Prepares and dispatches invoices to Clients
• Proactively assess information and documentation required, immediately upon receipt of order or documents for smooth clearance and delivery.
• Follow up for the required or missing information and documentation with the relevant parties
• Periodically coordinate with the Finance department and Clients for payments of due invoices.
• Proactively Inform the clients about due invoices for payment prior to release of incoming shipments, allowing the client to make preparations to pay prior to arrival
• Keeps the client informed of the progress of current consignments
• Suggests improvements in work procedures
• Prepares daily, monthly and annual cargo status and review reports
• Provides alternative solutions to challenges that Customers may face while importing or exporting their goods.
• Attend business meetings when requested by Clients
• Prepares and Submits Client Visit schedules to the head of Customer service
• Following the approved Client visit schedule meet the clients
• Prepare and submit Client Visit reports to management
• Reports accidents and any other irregularity with potential financial implication to management immediately once made aware of the incident
• Issues client complaint forms on each complaint and avails them to the head of section for further processing and closing.
• Opens and updates files daily
• Ensures that proof of delivery is available on all transport files prior to closure of the file
• Ensures timely updates are done in the electronic cargo tracking system for all shipments handled
• Performs any other duties that may from time to time be assigned by the immediate supervisor

• Effective communication skills
• Ability to effectively work with a team
• Problem solving skills
• Interpersonal skills
• Ability to handle stress well
• Ability to listen and pay attention to details
• Pleasant and clear speaking voice
• Fluency in English
• Highly motivated
• Open minded and enthusiastic towards excellence
• Fair knowledge on how to use the computer system and its basic application
• Ability to be thorough and extremely analytical
• Flexibility and ability to effectively perform multiple functions at a time
• Ability to work under pressure and still meet up with deadlines without making errors
• Excellent telephone etiquette

• A bachelor’s degree in business/Economics is essential
• A Certificate in Clearing and Forwarding
• A Certificate in Customer Care
• Good computer skills and knowledge