Customer Service Operator (Logistics)

About the role

The Customer Service Operator (CSO) manages day-to-day operational relationships with clients and coordinates efficiently between the commercial, operations, warehouse, transport and finance teams. The role is based in Mombasa.

Key responsibilities

• Manage client relationships, handle client requests professionally and give regular shipment status updates; alert the Commercial Operations Manager and clients to operational issues or service disruptions.
• Follow up with the Commercial Team so quotations are signed and confirmed before execution, and support the handover to operations.
• Create accounts for new clients, open shipment files in the SPOT system, file origin and shipping documents, update shipment movements in SPOT and tracking systems, and maintain operational status reports.
• Prepare loading instructions for the warehouse, issue container pickup instructions to transport, share clearing documents (Shipping Orders, Customs Entries) with operations, nominate containers once gated and hand them over to vessels, and monitor shipments with the Power BI tool.
• Submit pre-advice via the KPA KWATOS system, follow up on customs release, and help resolve port or customs delays.
• Verify draft invoices, bill shipment files according to approved rates, follow up on shipping line invoice recoveries, update sea freight reports, send validated service invoices to the Sarissa team and recover KPA additional charges where applicable.

Required profile

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration or a related field.
• Minimum of 1-3 years' experience in customer service, logistics, clearing and forwarding or shipping operations.
• Experience with port systems such as KPA KWATOS is an added advantage.