The posting
JOB PURPOSE To build and maintain business relationships with clients by providing prompt and accurate service to promote customers loyalty, ensure delivery of excellent customer service through accurate and fast processing of shipments, coordinate and communicate with other departments on client requests. KEY DUTIES AND RESPONSIBILITIES Forwarding - Receive handover from Pricing team/ or client directly. - Open physical file and on Cargo wise to acquire the shipment number. - Coordinate application of IDFs with declarations - Coordinates inspection with authorities approved by KEBS e.g. SGS, Intertek ETC. - Follow up with supplier/Importer to share quality/Iso certificate documents for inspection to be done. - Get cargo inspected and follow up On Draft COC for approval. - Receive final COC. - Notify our partners or agents to arrange collection and book the shipment. - Follow up with pre-alerts. - Share pre-alerts with consignee’s and arrival date. - Confirming Insurance if Cnee is to share or we assist in applying and bill the charges back to cnee. - Obtain manifest from carriers & agents then share file with declaration for entry registration. - Share customs entries with client/ Finance team for payment. - Follow up with field operations officer to get update on verification and release. - Once shipment is released, we notify cnee - Follow up with final closing of files and forward the same to finance after checking on quote, freight invoice and handling fee. - Share invoice with client for payment. Clearance only - Receive handover from Pricing team/ or client directly. - Open physical file and on Cargo wise to acquire the shipment number. - Confirm if cargo is PVOC exempted or it has COC. - Check documents, invoice, packing list, COC, Exemption if they are in order. - Follow up on arrival of cargo. - Obtain manifest and share file with declaration for entry registration. - Share entry with client/ Finance for payment. - Follow up with field operations officer to get update on verification and release. - File closed by ops and share with us, we follow up with final closing and forwarding the same to finance after checking on quote, freight invoice and handling fee. - Carry out billing activities. - Share invoice with client for payment. Forwarding and handover - Receive handover from Pricing team/ or client directly. - Open physical file and on Cargo wise to acquire the shipment number. - Follow up with Cnee to connect us with supplier. - Connect supplier with our agent/Partner. - Follow up with supplier if goods are ready for collection. - Follow up with agent to collect and book cargo. - Share booking confirmation with cnee - Share pre-alerts with cnee.. - Follow up on arrival. - If client is on COD you arrange final invoice based on cargo details. - Follow up with payment before shipment arrived. - Cargo confirmed arrival. - Follow up on Manifest. - If manifest amendment is required initiate and follow up. - Share manifest with cnee agent/cnee. - Handover documents when payment is received. Road Transport - Receive handover from Pricing/Customer. - Open physical file and on Cargo wise to acquire the shipment number. - Confirm with supplier/Cnee if shipment is originating within the member state or it was initially imported into the country. - After confirmation check on paper work (documentation) if they tally as per above confirmation of cargo origin. - If Shipment is not originating from Member state, cargo needs to be inspected and client confirm paying full taxes upon arrival before shipment is loaded. - If shipment is originating within the members state take note of below documents *COMESA *Certificate of Origin *KEBS/UNBS or whichever documents apply within the member states - After documents are confirmed handover to be done to declaration /Operations field at ICD team to follow up on cargo manifest and movement sheet. -Close file and forward for billing after confirming all costs are captured. - Share invoice with client if on credit term, for COD clients the pay before truck is set to leave Transhipments - Receive handover from Pricing team/ or client directly. - Open physical file and on Cargo wise to acquire the shipment number. - Reconfirm with Head of declaration if bond is available before cargo uplift. - Once confirmed Reconfirm with cnee on the documents to accompany the shipment. - Confirm uplift. - Follow up manifest upon arrival. - Handover file to declaration for documentation. - Filled operation prepares file for transhipment. - Confirm uplift. - Follow up with final closing and forwarding the same to finance after checking on quote, freight invoice and handling fee. - File shared with billing team. - Share invoice with client for payment. Transit Cargo - Receive handover from Pricing team/ or client directly. - Open physical file and on Cargo wise to acquire the shipment number. - Reconfirm with Head of declaration if bond is available before cargo uplift. - Once confirmed Reconfirm with cnee on the documents to accompany the shipment. - Confirmed uplift. - Follow up on manifest upon arrival. - After documents are confirmed handover to declaration /Operations field at ICD team to follow up on cargo manifest and movement sheet. - Close file and forward for billing after confirming all costs are captured - Share invoice with client if on credit term, for COD clients the pay before truck is set to leave Updates to clients - Daily update to clients on the shipments progress, via emails, phone calls, SMS, and WhatsApp. - Ensure customers are given timely and accurate information concerning shipments. - Ensure timely deliveries to customers - Checking and responding emails from clients/Agents and shipper. - Ensure profitability of every file opened by maintaining minimal operations costs. - Maintain Customer focus at all times and respond to customers’ enquiries (e-mails, phone and face to face). - Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager. - Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. - Coordinate all delivery schedule and liaise with other departments for delivery schedule. - Ensure all third-party documents are attached on Cargo wise. Confirm the list is well done with clear scope and disbursement must show all the disbursed amount for the file. - Make sure all files are closed and billed by billing team. Requirements QUALIFICATIONS AND REQUIREMENTS • 3-5 years working experience in a similar role. • Diploma in Supply Chain & Logistics/ Maritime studies/ Clearing & Forwarding or any other related field - A Degree in business administration, communication or similar industry related field is an added advantage. • Certificate in customs procedures for freight logistics and management. • Experience with Cargo wise / Transport Management system. • Experience and knowledge of customer service operations in a clearing and forwarding company. COMPETENCIES • Team player • Excellent written and oral communication • Problem solving • Organizational Skills • Good analytical skills • Ms- Office proficiency • Attention/Keen to details • Excellent interpersonal skills • Time management skills
