Customer Service Operations Officer – Transit Operations

About the role

The Customer Service Operations Officer – Transit Operations is responsible for managing daily transit cargo flows through the Port of Mombasa, ensuring smooth movement to Uganda, Rwanda, South Sudan and the DRC. The role coordinates shipments, customs clearance and inland delivery, acting as the primary point of contact for customers relying on the Mombasa corridor.

Key responsibilities

• Own end‑to‑end customer service experience for transit shipments from vessel arrival to final inland delivery across the regional corridor.
• Track shipments daily, verify documentation, and ensure customs clearance is completed on time.
• Plan and coordinate transport movements, aligning trucks, goods and paperwork at each hand‑off point.
• Liaise with port authorities, customs officials, border agencies and transport partners to resolve bottlenecks.
• Communicate proactively with customers, providing status updates and handling issues before they become costly delays.
• Maintain accurate records and generate reports on transit performance and delays.

Required profile

• Minimum Diploma or equivalent qualification.
• Mandatory prior experience in logistics, freight forwarding or transit operations.
• Strong knowledge of East African transit corridors and border procedures.
• Ability to work on‑site in Mombasa County and travel within the region as needed.
• Excellent communication and problem‑solving abilities.

Required skills