Customer Service Representative at AGL- Africa Global Logistics

The role supports smooth cargo operations, maintains strong client relations, and ensures compliance with relevant procedures and systems

• Cargo Documentation & Reporting
• Prepare and submit daily reports on container status, cargo documentation, and shipment progress to management.
• Ensure timely provision of documentation to the manifest and documentation teams to facilitate lodging and cargo transfers.
• Maintain schedules and reports for empty containers, coordinating with stakeholders to ensure timely return to depots.
• Shipment Tracking & Operations Support
• Track shipments and verify manifest numbers in ICMS and/or with shipping lines.
• Monitor vessel schedules (arrival, berthing, departure) and share updates with internal teams.
• Provide daily status updates to shipping lines on container receipts and exits at the CFS.
• Client Service & Relationship Management
• Provide clients with timely updates on consignment status, including vessel arrival, discharge, and exit schedules.
• Guide existing and potential clients on cargo handling procedures to encourage use of the CFS.
• Follow up with clients to maintain and grow business relationships.
• Respond promptly and professionally to client queries, ensuring issues are resolved efficiently.
• Complaint & Issue Resolution
• Record, track, and address client complaints or concerns, escalating where necessary.
• Log and address operational issues raised by internal teams.
• Administration & Compliance
• Maintain a log of vehicles authorized to work at the facility.
• Ensure adherence to company procedures and compliance requirements in all customer service activities.
• Perform any other duties as assigned by management.

Profile

• Diploma in Clearing & Forwarding ·
• Knowledge of ICMS/KWATOS is an added advantage ·
• Minimum 2 years of relevant experience in shipping, clearing & forwarding, or logistics