Jobs at Syokimau ICD

Job Purpose

• To supervise the Customer Service team and ensure efficient, professional and proactive service delivery to all Syokimau ICD customers. The role is responsible for coordinating day-to-day customer service activities, managing key customer accounts, resolving service issues, maintaining strong client relationships and ensuring effective coordination between customers and internal operational teams.

Key Responsibilities

Customer Service Supervision

• Supervise, guide and coordinate Customer Service Representatives.
• Allocate duties and ensure adequate coverage across shifts, weekends and peak operating periods.
• Monitor CSR performance, responsiveness, professionalism and quality of customer communication.
• Ensure customer enquiries and requests are acknowledged and resolved within agreed timelines.
• Conduct regular team briefings and escalate performance or service gaps where necessary.

Key Account Management

• Serve as the primary relationship contact for assigned key and strategic customers.
• Develop a clear understanding of each key account\'s business volumes, service requirements and expectations.
• Conduct regular customer engagement and service review meetings.
• Monitor customer volumes, service performance, complaints and emerging business opportunities.
• Coordinate internally to ensure commitments made to key accounts are delivered.
• Support retention and growth of existing customers through proactive relationship management.
• Identify declining volumes or inactive customers and coordinate appropriate recovery actions with the Commercial team.

Customer Experience & Service Delivery

• Ensure customers receive timely updates on cargo status, documentation, verification, gate passes, deliveries and other service requirements.
• Proactively identify potential delays and communicate with customers before escalation.
• Monitor the end-to-end customer experience from cargo nomination/arrival through clearance and exit.
• Drive continuous improvement in customer service standards and processes.
• Maintain professional and consistent communication across email, telephone, WhatsApp and face-to-face engagements.

Complaint Management & Service Recovery

• Maintain a register of customer complaints, queries and service failures.
• Investigate complaints in collaboration with Operations, Finance, Customs/Bonded Warehouse and other relevant departments.
• Ensure complaints are resolved within agreed timelines and customers receive formal feedback.
• Identify recurring complaints and recommend corrective and preventive actions.
• Escalate major customer-impacting issues promptly to management.

Internal Coordination

• Work closely with Terminal Operations, Warehouse, Finance, Sales/Commercial, Security, KRA/KPA liaison teams and other departments to resolve customer issues.
• Follow up on pending operational actions affecting customer service.
• Ensure customers are properly informed of applicable processes, statutory requirements and charges to minimize disputes.
• Participate in daily operational meetings and highlight customer-impacting issues requiring intervention.

Customer Reporting & Performance Monitoring

• Prepare daily, weekly and monthly Customer Service reports.
• Maintain and report on key account performance, customer volumes, complaints and service issues.
• Track customer service KPIs and recommend corrective action where targets are not achieved.
• Maintain updated customer contacts and account information.

Key Performance Indicators (KPIs)

• Customer complaint resolution turnaround time.
• Customer satisfaction and service quality.
• Response time to customer enquiries.
• Key account retention and volume performance.
• Number and quality of key account engagements/service reviews.
• Reduction in recurring customer complaints.
• Timeliness and accuracy of customer communication.
• CSR team performance and productivity.
• Timeliness and accuracy of Customer Service reports.
• Effectiveness of cross-functional resolution of customer issues.

Qualifications & Experience

• Bachelor's degree in Business Administration, Customer Service, Logistics, Supply Chain Management, Marketing or a related field.
• Minimum 5 years' experience in Customer Service, Logistics, CFS/ICD, Shipping, Freight Forwarding or a related environment.
• Previous supervisory/team leadership experience preferred.
• Experience in Key Account Management and customer relationship management is an advantage.
• Good understanding of CFS/ICD operations, cargo clearance and logistics processes.

Key Competencies

• Strong customer orientation, leadership and team supervision, relationship management, communication and interpersonal skills, problem-solving, conflict resolution, commercial awareness, attention to detail, reporting and analytical capability, sense of urgency, accountability and ability to coordinate effectively across multiple departments.

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Job Purpose

• To ensure accurate, secure and compliant management of Bonded and General Warehouse inventory, maintaining full alignment between physical stocks, system records and supporting documentation. The role is also responsible for warehouse bond administration, utilization monitoring, regulatory liaison, client coordination and timely reporting.

Key Responsibilities

Inventory & Stock Management

• Maintain accurate physical and system inventory for Bonded and General Warehouses.
• Coordinate receiving, storage and release of cargo with complete supporting documentation.
• Conduct regular stock counts and reconcile physical stock against system records.
• Investigate and promptly escalate inventory discrepancies.
• Maintain accurate records of all stock movements and cargo locations.

Warehouse Bond Management & Compliance

• Coordinate warehouse bond applications, extensions and enhancements.
• Track bond utilization, available balance and expected releases.
• Prepare bond utilization forecasts based on existing and anticipated cargo.
• Monitor bonded cargo ageing and initiate timely alerts for cargo approaching statutory deadlines.
• Maintain documentation required for Customs compliance and audits.

Stakeholder & Client Liaison

• Liaise with Customs Bond Officers on bond, inventory and compliance matters.
• Engage Bonded and General Warehouse clients on receipts, releases, stock positions and compliance requirements.
• Coordinate with Operations, Customer Service, Commercial and Finance teams to ensure efficient warehouse service delivery.

Reporting

Prepare accurate and timely:

• Daily stock movement and inventory reports.
• Daily bond utilization and cargo-ageing reports.
• Monthly Warehouse Stock Movement Report covering opening stock, receipts, releases and closing stock.
• Monthly physical vs. system inventory reconciliation.
• Bond utilization, available capacity and forecast reports.

Qualifications & Competencies

• Degree in Logistics, Supply Chain, Warehousing, Customs Administration or related field.
• Diploma in Customs administration, East Africa Customs Freight Forwarding Practising Certificate (EACFFPC) with proficiency certificate on ICMS from KESRA
• Trained and certified/authorized for KRA iCMS external-user operations, with demonstrated competency in Customs bonded warehouse and security bond management, including CB6 bond utilization, replenishment, enhancement, extension and retirement
• Experience in warehouse, CFS/ICD, logistics or Customs-controlled operations preferred. 
• Knowledge of inventory systems and bonded warehouse procedures.
• Strong Excel, reconciliation and reporting skills.
• High attention to detail, integrity and accountability.
• Strong client, stakeholder and regulatory engagement skills.

Core Accountability

• The Warehouse Officer is the custodian of warehouse inventory and bond utilization records and must maintain:
• Physical Stock = System Stock = Supporting Documentation while ensuring continuous visibility of bond utilized, available bond capacity, expected releases and future bond requirements.

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Job Purpose

• To drive growth of the companys Overland and Export Business by acquiring and developing manufacturers, exporters, traders, transporters and logistics partners involved in regional and international trade.
• The role will also develop strategic relationships with relevant government agencies, industry associations and trade stakeholders across Kenya, Uganda and Tanzania.

Key Responsibilities

• Identify and acquire manufacturers, exporters and traders in Kenya moving cargo to Uganda, Tanzania, other neighboring countries and overseas markets.
• Develop new business for overland transport, export handling, CFS, Stripping for verification, container stuffing and related logistics services.
• Build and maintain a strong pipeline of new business opportunities and convert prospects into active customers.
• Develop strategic partnerships with transporters, clearing & forwarding agents, shipping lines and other logistics providers.
• Establish and maintain productive relationships with key government and trade stakeholders, including KRA, KPA, KRC, TRA and URA.
• Manage and grow key customer accounts through regular engagement, excellent service and identification of additional business opportunities.
• Monitor regional trade flows, competitor activities and emerging market opportunities.
• Prepare commercial proposals, quotations and negotiate business within approved commercial guidelines.
• Work closely with Operations and Customer Service teams to ensure seamless execution of customer requirements.

Qualifications & Experience

• Bachelors Degree in Business, Marketing, Logistics, Supply Chain or related field.
• Minimum 5–7 years proven sales/business development experience added advantage if within logistics, freight forwarding, CFS, shipping, transport or related sectors.
• Strong existing network among manufacturers, exporters, traders, transporters, clearing agents and logistics stakeholders.
• Good understanding of customs procedures, export documentation and East African trade corridors.

Key Competencies

• Strong business development and deal-closing capability
• Excellent networking and stakeholder management skills
• Commercial and results-driven mindset
• Strong negotiation and communication skills
• Good understanding of regional trade and logistics
• High level of initiative, integrity and customer focus
• Ability to work independently and travel extensively within the region

Ideal Candidate: A seasoned and well-connected logistics sales professional capable of opening new markets, developing strategic relationships and converting opportunities into sustainable export and overland cargo volumes and revenue.