Client Services Operator Job AGL
AGL
Job description
Logistics Jobs, AGL Jobs. Responsible for managing client requests, providing shipment updates, coordinating with commercial, warehouse, transport, and operations teams, maintaining shipment records, monitoring cargo movements, supporting port and customs processes, and assisting with billing. Requires a Diploma or Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field. The position is based in Mombasa and requires on-site work.
The Customer Service Operator (CSO) is responsible for managing day-to-day operational relationships with clients, ensuring efficient coordination between commercial, operations, warehouse, transport, and finance teams.
Key Responsibilities
Client Relationship & Communication
- Manage day-to-day operational relationships with assigned clients.
- Receive, attend to, and follow up on client requests in a timely and professional manner.
- Provide regular shipment status updates to clients and Client Operations Managers.
- Alert the Commercial Operations Manager and clients promptly in case of operational challenges or service disruptions.
- Share supporting documentation and formal communication in the event of disputes.
Commercial & Quotation Support
- Follow up with the Commercial Team to ensure quotations are signed and confirmed prior to execution.
- Support smooth handover from commercial to operations once business is confirmed.
File & Documentation Management
- Coordinate account creation for new clients.
- Open shipment files in the SPOT system.
- File and maintain all origin and shipping documents accurately in respective shipment files.
- Update shipment movements in SPOT and/or tracking agent systems.
- Maintain and update various operational status reports and share with relevant stakeholders.
Operational Coordination
- Prepare and issue Loading Instructions to the Warehouse team.
- Issue container pickup instructions to the Transport Team and follow up on execution.
- Share clearing documents (e.g. Shipping Orders, Customs Entries) with Operations teams to facilitate container gating at the port.
- Nominate containers once gated in port and hand over to the respective vessels.
- Monitor shipment progress using the Power BI monitoring tool
Port, Customs & Regulatory Processes
- Submit pre-advice using the KPA KWATOS system.
- Follow up on customs release once containers are gated at the port.
- Liaise with relevant parties to resolve port or customs-related delays. Billing & Financial Coordination
- Verify draft invoices before final billing.
- Bill shipment files in line with approved rates and supporting documents.
- Follow up on recovery of shipping line invoices.
- Update sea freight reports accurately and on time.
- Follow up on validated service invoices and dispatch them to the Sarissa team.
- Recover KPA additional charges where applicable.
Qualifications
- Diploma or Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
- Experience working with port systems (e.g. KPA KWATOS) is an added advantage