Customer Service Officers

• Manage assigned customer files from opening through processing, delivery and closure
• Act as a key point of contact for assigned customers, providing timely updates and proactive communication
• Coordinate operational activities with relevant internal teams, service providers, subcontractors and government agencies
• Review customer instructions and ensure all required operational and commercial documentation is received and complete
• Follow up on each stage of the operational process and ensure required actions are completed within agreed timelines
• Maintain visibility of the status of assigned files and promptly communicate operational delays or issues
• Update relevant business systems as each operational milestone is completed
• Coordinate transport, customs, handling, delivery and related operational requirements as applicable to the assigned business area
• Collect and maintain supporting documentation, including proof of delivery and other documents required for file closure
• Support the invoicing process by checking supplier invoices, customer expenses and supporting documentation against approved quotations
• Monitor service delivery against agreed customer and operational KPIs
• Identify and escalate operational issues, discrepancies and service risks to the appropriate manager
• Maintain accurate and complete customer records and ensure proper filing and archiving of documentation
• Work collaboratively across departments to support efficient operations and a positive customer experience

Qualifications & Experience:

• At least 2 years' relevant experience, preferably within clearing and forwarding or a related logistics environment (transport and fleet operations, imports, exports, airfreight, oil and gas logistics, warehousing or related logistics operations)
• Bachelor's degree
• Good understanding of logistics and customer service operations
• Familiarity with logistics/business systems such as SPOT, Pegasus or Way is an added advantage

Skills & Competencies:

• Good knowledge of Microsoft Office
• Good email and business communication skills
• Excellent verbal and written communication skills
• Ability to coordinate multiple stakeholders and follow operational activities through to completion
• Ability to work effectively under tight deadlines