Customer Service Executive job at ESL Uganda Ltd

Vacancies
Customer Service Executive

We have an excellent and exciting opportunity for Customer service Executive. We seek to give the opportunity to a candidate who ideally holds a professional qualification in the customer service-related field with in-depth experience in Shipping and Supply Chain sales. The successful candidate shall be based in Kampala as the point of operation.

Purpose
The Customer Service Executive is responsible for managing client inquiries, providing updates on shipments, ensuring smooth communication between clients and the operations team, and resolving any issues related to the clearing and delivery of goods.
Ultimately, the Customer Service Executive helps meet and surpass business expectations and contributes to our company’s rapid and sustainable growth.

Key roles and Responsibilities
• Verify all documents on accuracy and adequacy for clearance purposes before file opening or dispatching to destination for further clearance.
• Open relevant files and track shipment arrival.
• Coordinating with teams in Malaba, Kampala and Mombasa for seamless operations.
• Timely updates to customers regarding shipment status through Daily Status Reports (DSR).
• Receiving pre-alert clearance documents from clients.
• Updating files online using SharePoint for proper archiving.
• Dispatching and monitoring operation couriers for documents.
• Preparing chronologies for shipments with storage charges.
• Availing and ensuring all files have necessary documents before submitting them to finance for invoicing.
• Conducting customer survey feedback survey.
• Following up with transporters/drivers carrying the consignments of the clients.
• Requesting T1S/Exit notes from the System.
• Monitoring the release of shipments in the URA system.
• Ensuring hard copies of files are archived properly for proper retrieve once required.
• Consistently update the import and export registers.
• Prompt response to RFQs from clients and potential clients.
• Proactively attend to customer issues to avoid complaints. Where complaints arise, ensure resolution and escalations where necessary.
• Send periodic updates to clients on legislative (regulatory) changes affecting their shipments.
• Proactive communication with relevant stakeholders involved.
• Visit clients served at least once in three months and get feedback.
• Ensure the Standard Operating procedures are strictly adhered to.
• Submission of weekly and monthly Customer service reports to Head of Operations.

Marketing Activities
• Participate in trade shows, fairs, and promotions.
• Arrange customer workshops to ensure ESL brand is reinforced with customers.
• Maintain an up-to-date understanding of industry trends and technical developments that affect target markets.
• Actively participate in customer satisfaction surveys.

General
• Any other assignment or any other duty as deemed necessary from time to time.

Key Competencies and Skills
Qualifications
• Diploma in Clearing & Forwarding, Business Administration, Transport and logistics or related courses.
• Degree in the above-mentioned fields or related course an added advantage.
• EACFFPC certification an added advantage.
• Minimum 2 years relevant Experience in the logistics industry

Competencies and Skills
• Proficient in Ms. Word & Excel workbooks.
• Conversant with the Customs Procedures.
• Product Knowledge.
• Problem solving & conflict resolution.
• Documentation skills.
• Customer service and interpersonal skills.
• Time management.
• Team player.
• High integrity.
• Self-driven.

Application procedure:
All interested candidates to fill in the online application form for further considerations. Click here to view the application form.
This advert will run for 7 days, effective 11th December 2024 to 18th December 2024. Canvassing will lead to automatic disqualification.

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