Customer Service Executive at Bonfide C&F Company Ltd

Details:

Customer Service Function

• Delivers a positive customer experience for all customers and ensures a smooth execution of the end to end shipment lifecycle by working closely with the customers and internal teams.
• Hunts leads and follows up on opportunities for segmented and new customers as well as cross-selling to regular accounts.
• Seeks for customers’ feedback about service delivery and fully responsible for customer satisfaction.
• Handles incoming customer services queries, issues and exception management,
• Act as a primary point of contact for customers and communicate proactively to keep customers informed of any issues.
• Facilitate the customers’ needs timely and resolve issues effective by engaging relevant internal stakeholders.
• Engage in constructive issue resolution. This includes dealing with escalations and complaints.
• Address root causes and seek continuous improvements – constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets.
• Act as the key interface between the customer and the operation.
• Keeping track on delivery progress of shipments.
• Handle escalations and take necessary decisions where customer requirements need to be met.
• Work closely with all other departments including , Operations, C&F,Transport,Lifting  and the Mombasa office for customer deadlines, the sales team for new and existing customer requirements and finance for budgeting and reporting purposes.

Documentation Functions

• Consolidate daily status reports and share with clients 
• Ensure all quotations are dispached , contract signed and requisite documents collected 

Job Requirements

• A holder of a Diploma in Clearing and Forwarding/Degree in Logistics and Supply Chain Management an added advantage 
• A holder of an East African Customs Freight Forwarding Practicing Certificate (EACFFPC).
• Experienced with more than 2 years of progressively more responsible positions in Logistics and Freight Forwarding, Imports and Exports industry.
• Proficient in use of MS Office (Computer literate).
• Proficient in the use of iCMS KESWS, TANCIS, ASYCUDA, Simba Tradex, ORBUS and KWATOS systems an added advantage
• Conversant with both imports and export procedures
• Experienced in logistics costing and preparing quotations.
• Conversant with East African Customs Management Act including documentation in sea freight, air freight, clearing and forwarding and shipping procedures.

Knowledge, Skills and Competencies

• Effective and excellent communication skills – both oral and written.
• Highly developed teamwork skills – ability to work with others and embrace team work
• Ability to coordinate the C&F operations with a small team of diverse creative employees.
• Ability to lead in an environment of constant change.
• Good interpersonal skills.
• Demonstrated effectiveness in holding conversations with customers and giving progress reports.
• Demonstrated ability to increase productivity and continuously improve methods, approaches and departmental contribution – commitment to continuous learning.
• Willingness of going the extra mile for the customer.
• Thinking out of the box and with focus on providing solutions.
• Display accountability for customer satisfaction by owning and managing customer