Job Title: Client Services Operator
Responsible for managing client requests, providing
shipment updates, coordinating with commercial, supporting port and customs
processes, and assisting with billing. Requires a Diploma or Bachelor’s degree
in Logistics, Supply Chain Management, Business Administration, or a related
field. The position is based in Mombasa and requires on-site work.
The Customer Service Operator
(CSO) is responsible for managing day-to-day operational relationships with
clients, ensuring efficient coordination between commercial, operations,
warehouse, transport, and finance teams.
Key Responsibilities
Client
Relationship & Communication
Manage
day-to-day operational relationships with assigned clients.
Receive,
attend to, and follow up on client requests in a timely and professional
manner.
Provide
regular shipment status updates to clients and Client Operations Managers.
Alert the
Commercial Operations Manager and clients promptly in case of operational
challenges or service disruptions.
Share
supporting documentation and formal communication in the event of disputes.
Commercial
& Quotation Support
Follow up
with the Commercial Team to ensure quotations are signed and confirmed prior to
execution.
Support
smooth handover from commercial to operations once business is confirmed.
File
& Documentation Management
Coordinate
account creation for new clients.
Open
shipment files in the SPOT system.
File and
maintain all origin and shipping documents accurately in respective shipment
files.
Update
shipment movements in SPOT and/or tracking agent systems.
Maintain
and update various operational status reports and share with relevant
stakeholders.
Operational
Coordination
Prepare
and issue Loading Instructions to the Warehouse team.
Issue
container pickup instructions to the Transport Team and follow up on execution.
Share
clearing documents (e.g. Shipping Orders, Customs Entries) with Operations
teams to facilitate container gating at the port.
Nominate
containers once gated in port and hand over to the respective vessels.
Monitor
shipment progress using the Power BI monitoring tool
Port,
Customs & Regulatory Processes
Submit
pre-advice using the KPA KWATOS system.
Follow up
on customs release once containers are gated at the port.
Liaise
with relevant parties to resolve port or customs-related delays. Billing &
Financial Coordination
Verify
draft invoices before final billing.
Bill
shipment files in line with approved rates and supporting documents.
Follow up
on recovery of shipping line invoices.
Update
sea freight reports accurately and on time.
Follow up
on validated service invoices and dispatch them to the Sarissa team.
Recover
KPA additional charges where applicable.
Qualifications
Diploma
or Bachelor’s degree in Logistics, Supply Chain Management, Business
Administration, or a related field.
Experience
working with port systems (e.g. KPA KWATOS) is an added advantage
