Bookings and Customer Service Manager – Perishable Exports

About the role

The Bookings and Customer Service Manager for Perishable Exports oversees all customer interactions, booking processes, and service delivery to ensure high satisfaction levels. Based in Nairobi, the role coordinates with multiple internal teams and external partners to guarantee smooth logistics operations for perishable goods.

Key responsibilities

• Receive, review and analyse perishable export booking requests and allocate them to the appropriate teams.
• Plan and coordinate daily, weekly and seasonal cargo bookings, negotiating capacity with airlines.
• Prepare competitive freight quotations and manage carrier bookings via online airline platforms.
• Liaise with ground handling operations to communicate schedule changes and approve daily booking plans.
• Oversee customer communications, providing timely and professional updates on shipments.
• Participate in commercial negotiations with airlines and develop rate proposals.
• Monitor system updates, manage the auto‑rating process in CargoWise, and approve daily billing before invoicing.
• Reconcile CASS transactions, resolve discrepancies and prepare monthly performance reports.
• Coordinate customer meetings, handle feedback and complaints, and drive revenue growth through proactive rate management.
• Collaborate with cross‑functional teams to meet Service Level Agreements and manage cargo claims.

Required profile

• Senior Officer grade (Job Grade E) or equivalent senior‑level experience in logistics or export operations.
• Proven experience in managing bookings, customer service and airline capacity negotiations for perishable goods.

Required skills

• Proficiency with CargoWise system.
• Experience using online airline booking platforms.