Client Services Operator

About the role

Africa Global Logistics is hiring a Client Services Operator (Customer Service Operator) in Mombasa, Kenya, to manage day-to-day operational relationships with clients. The role coordinates between commercial, operations, warehouse, transport and finance teams, handles shipment updates, port and customs processes and assists with billing. It is a full-time, middle-level position requiring on-site work.

Key responsibilities

• Manage client relationships, follow up on client requests and provide regular shipment status updates
• Alert the Commercial Operations Manager and clients about operational challenges or service disruptions, and share documentation in disputes
• Follow up with the Commercial Team so quotations are signed and confirmed, and support the handover to operations
• Create accounts for new clients, open shipment files in the SPOT system and maintain origin and shipping documents
• Update shipment movements in SPOT and tracking agent systems, and maintain operational status reports
• Issue loading instructions to the warehouse and container pickup instructions to transport, and share clearing documents with operations
• Nominate containers once gated in port and hand them over to vessels, and monitor progress with the Power BI monitoring tool
• Submit pre-advice via the KPA KWATOS system, follow up on customs release and resolve port or customs delays
• Verify draft invoices, bill shipments according to approved rates, follow up on shipping line and service invoice recoveries, and update sea freight reports

Required profile

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration or a related field
• Experience with port systems such as KPA KWATOS is an added advantage