Job Title: Customer Service Officer (No Experience Jobs)
Organisation: AGL (Africa Global Logistics)
Duty Station: Ntinda, Kampala, Uganda
About Organisation:
AGL (Africa Global Logistics), the reference multimodal logistics operator in Africa, is part of the MSC family. Connecting the number 1 integrated logistics network in Africa AGL, to the global maritime transport leader MSC, can accelerate the logistical transformation of the continent.
Job Summary:
- Serve as the file owner from initiation to archiving.
- Drive execution of each file by coordinating and mobilizing the appropriate internal and external resources.
- Ensure end-to-end file lifecycle management in alignment with internal SOPs and client expectations.
Key Duties and Responsibilities:
Reports directly to the Client Operations Manager.
Initiate the file :
- Create the file in the business software after receiving instructions from the COM
- Check all documentation required (TO, B/L, commercial invoices…) and request missing documentation to the client only through the COM
- Launch the file printing and collection
- Place documentation in the file folder
- Update of the ship call date in the business software
- Creation of cash clients in the business software (before COM validation)
Process/Push the file through the different stages
- Must know at all-time what is the process status of each file within the scope
- Require actions from each file process protagonist following the SOPs in place:
- Request Verification/Tally operation to be done & follow the process
- Require declarant actions once the ship’s arrival is known
- Push for customs invoicing and ensure correct dispatch (after COM validation)
- Organize/support customs payment procedure (customs clerk)
- Request & Get the customs delivery order from the customs clerk
- Issue transport delivery order and give it to the delivery clerk
Collect proof of delivery
- Request services invoicing & control it & give it to dispatch after COM validation
- Update the business software
- Update the business software every time a process step is achieved: customs duties & taxes amount, declaration number, transport delivery order, back from delivery.
Check gross margin & disbursements about quotation
- Check supplier’s invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation
- Check the client invoices and corresponding attachments (announced in the quotation)
- Check the disbursements of each file (comparison with the quotation)
- Alert/Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation)
Documentation Management
- Control at each step that all relevant/expected documentation is placed in the file folder (including emails)
- Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation)
Reporting & Escalation
- Alert management in case of operational issues (significant or not)
- Inform management of any information relevant to our business activity or environment
- Identify issues raised during operations processing whether in scope or not
Performance Targets
- 100% target on Quality-of-service KPI (including Client’s KPI)
Qualifications, Skills and Experience:
- Minimum of a Degree in Logistics, Supply Chain, Business Administration, or related field.
- At least 2 years of experience in clearing and forwarding operations.
- Proven experience (minimum 2 years) in customer service or client-facing role, preferably in logistics or freight forwarding.
- Proficient in Microsoft Office Suite
- Comfortable with professional email communication
- Excellent verbal and written communication skills
Personal Qualities Required
- Organised
- Team player
- Self Starter
- Problem Solver
- Ability to work to tight deadlines
- Ability to push people to a common goal.
Tools
- Business software (SPOT, Pegasus, Way)
- Standard Operating Procedures
How to Apply:
All candidates should apply online at the link below.
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