Customer Service Officer Jobs – Multi-national Logistics Company

Organization: Frank Management Consult Ltd (Multi-national
Logistics Company)
Duty Station: Kampala, Uganda
About US:
Management Consult Ltd is one of the country’s premier Recruitment &
Training consulting firm, based in Nairobi. FMC has proven itself for more than
15 years. Specifically, FMC has competitive expertise in Recruitment,
Headhunting, In-House Training, Background Check, Career Development Advisory,
CV writing services & General HR Consultancy. They would like to recruit
for their valuable client, a leading Multinational Logistics company in Uganda.
Key Duties and Responsibilities: 
  • The Customer Service Officer will execute and
    implement the field Operations end to end process with sharp focus on the
  • Support customer service in customer query
    resolution and exception handling
  • Build, maintain and manage relationships with
    carriers , obtain rates and maintain tariffs
  • Work in liaison with the CSO team on continuously
    improving processes, sharing best practices/procedures aimed at
  • Heightening productivity, delivering top
    class service delivery and lead times to customers
  • Ensure full compliance to internal &
    external audit controls
  • Meet up with the Customer Service team
    members on a regular basis to identify the list of critical customers and
    review operations performance on a daily/ weekly basis to enhance quality
    of the operations that delivers towards our customer value proposition.
  • Develop an strong understanding of the
    business of Critical customers to aid customer retention
  • Ensure effective communication with your
    direct Manager, Customer Service team, and
  • Operations Team in the CSO on any
    opportunities, challenges and alternative options for improved operations
    service delivery
  • Be a proactive and highly contributive team
    member, striving to achieve best-in-class operations Delivery
  • Constantly aim to achieve your set targets
    and high performance standards
  • Support other members as required/requested
  • Be open and share best practices and
    knowledge with both team and other stakeholders
  • Be highly responsive to all matters relating
    to the team/customers
  • Develop a robust personal development plan
    and ensure personal growth
Key Performance Indicators
  • Customer Satisfaction Survey scores
  • Zero loss making files due to error/oversight
    from Ug VAS team
  • Positive Feedback / Zero Escalations from CSO
    and Customers
  • Transit time (9days for UG imports, 12 days
    for SS imports, 5 days for exports, 3 days for empties).
  • DSO/Outstanding freight
  • Time taken to update trakit
  • Missing UG vendor and customer invoices
  • Zero audit findings
  • Full and proper physical file maintenance
Qualifications, Skills and Experience: 
  • The applicant must be a Ugandan Citizen who
    holds a Degree in a Business-related field
  • At least three years’ experience in
    Operations / Customer service  in
    the Logistics sector
  • Broad knowledge and understanding of the
    logistics products & processes- Sea, Air, VAS and Cargo-Insurance
  • Passion for service delivery, responsiveness
    and for identifying constant improvements
  • Good understanding of Trakit/Kewill – but not
    a super user necessarily
How to Apply: 
candidates are strongly encouraged to send their applications to:
Management Consult Ltd,
Email to: and copy
Deadline: 29th February, 2016.
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