The Customer Service Officer is responsible for managing assigned customer files from opening through to closure, ensuring smooth coordination of operational activities, accurate documentation and timely communication throughout the service delivery process. The role serves as a key link between the customer and various internal and external stakeholders, ensuring that operational requirements are followed through, customers are proactively updated and service commitments are delivered in line with agreed procedures, timelines and quality standards.

Key Responsibilities
– 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.

Profile

We are looking for customer-focused professionals with experience in clearing and forwarding, transport and fleet operations, imports, exports, airfreight, oil and gas logistics, warehousing or related logistics operations.

The ideal candidate should have:
– At least 2 years’ relevant experience, preferably within clearing and forwarding or a related logistics environment.
– Good understanding of logistics and customer service operations.
– Good knowledge of Microsoft Office.
– Good email and business communication skills.
– Excellent verbal and written communication skills.
– Familiarity with logistics/business systems such as SPOT, Pegasus or Way is an added advantage.
– Ability to coordinate multiple stakeholders and follow operational activities through to completion.
– Ability to work effectively under tight deadlines.

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