Assistant Manager - Customer Service at 20Cube

We're seeking a detail-oriented and proactive Customer Service personnel to join our team. In this role, you'll be the critical link between our operations and clients, ensuring seamless communication, timely updates, and exceptional service delivery.

Roles & Responsibilities:

• Provide accurate and timely updates to clients on a daily basis.
• Ensure timelines are met at each job stage by coordinating processes and payments with internal teams, departments, and customers.
• Escalate shipments that fall outside specifications promptly and offer solutions within a reasonable time frame.
• Take ownership of assigned accounts with high integrity and discipline while handling documents and customer interactions.
• Visit clients periodically to resolve issues and gather feedback on service levels.
• Maintain accurate, accessible records for all customer jobs to enhance internal visibility and measures.
• Providing quotes to customers on a timely basis or as requested.
• Prepare and share all SOPs in a timely manner with relevant teams for billing.
• Ensure vendor invoices are shared promptly for cost booking and follow up for invoices with the back office team.
• Dispatch invoices with ETR and supporting documents to clients immediately after job completion.
• Continuously uphold high standards of integrity and discipline within the department.
• Perform other duties as assigned by management, aligned with your role and KPIs.

What We're Looking For:

• Strong organizational and communication skills.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Proactive problem-solving mindset with attention to detail.
• Prior experience in [industry/logistics/freight forwarding] is a plus. Kenyan Nationals will be preferred.

Qualifications:

• Overall experience of at least 8 years, with 3 to 5 years in Customer Service.