Sr. Operation and Customer Client Care
Job Description
- Manage and follow the proper implementation of procedures are ensured as per the company’s standards.
- Ensure all documentation as per job file requirements is maintained/updated, and follow for their proper encoding to the internal Automation system by the operation and Client care officers on a daily basis.
- Cooperate and work closely with the Manager for Operations and Client Care to enhance and develop Operation
and Client Care officers’ capacity through training, coaching, and making sure any operational activities meet to
company’s service quality objectives. - Check and conduct proper follow-up of files ready for a timely invoicing process, and prepare draft invoices to
share with clients and forward to the finance department for invoicing on a timely basis. - Follow up the declaration process, port clearance process, loading of container transportation
invoices (Djibouti and local bonded warehouse fee invoice), container demurrage, and other related service
invoices with the Operations department of MACCFA - Report daily, weekly, and monthly operations status as per the standard reporting formats to the Manager for
Operations and Client Care on a timely base. - Close follow-up on Operational officers for timely updates of each operation status to clients/agents
- Work with clients’ Agents and Sales team in fulfilling required documents for Ethiopian and Djibouti port
clearance - Work with service providers for local and Djibouti port clearance
- Organize, follow delivery, packing, and moving services in coordination with the logistics department and Packing team.
- Resolve problems of the customs points and Supply Chain process (Door to Door.)
- Arrange containers and transport for Import and Export shipments in collaboration with the Service provider
- Plan the movement of each shipment and follow the executions and report to the Operation and Client Care Manager.
- Prepare Invoices for customs, purposes.
- Keep the record of all relevant documents in the designated file box of each file as prescribed in the custom
operation procedures, - Escalate issues to superiors in a timely manner
- Follow the timely service delivery of each Shipment as stated in the procedure.
- Communicated, Coordinate with Agents, sales team, liaison officers, client’s organization, and logistics team
for smooth supply chain process of each file. - Manage costs from all possible arrangements within the Supply Chain,
- Follow the status of each shipment and update the client timely
- Generates operational reports for the Manager for Operations and Client Care and reviews them on weekly bases.
- Act in a lead role in carrying out own responsibilities and that of the Operations and Client Care staff, providing backup support to the Manager for Operations and Client Care as needed.
- Conduct regular briefings and training for Operational staff to ensure job competency and to meet customers’ requirement
- Act as the primary account manager for segmented customer accounts, ensuring their needs are met and providing exceptional service.
- Review and approve documents, ensuring accuracy, compliance, and adherence to company guidelines and standards.
- Review and approve invoices, ensuring accuracy and adherence to company policies and procedures.
- Effectively communicate with agents and clients to address inquiries, provide information, and facilitate smooth interactions.
- Resolve problems at the customs point
- Handle duty-paid shipments, ensuring proper documentation, coordination with customs authorities, and timely payment of duties and taxes.
- Handle new agent accounts, including the necessary information.
- Maintain a positive attitude and conduct team-building exercise
- Flexible and able to adapt to constant change
- Conducts performance appraisal of staff members under his/her supervision;
- Maintain a high degree of professional and ethical relationships with internal customers and external entities
- Ensures all files are operationally closed and pass it to the Manager for Operations and Client Care for final approval
- Work in line with the Product or Service Mission, Vision, and Values of SMIM
- Carry out similar to the above activities whenever instructed by his/her supervisor.
Requirements
- 2 years’ work experience in logistics and related industry
- Fluent in English and francophone is an added advantage
- Communication, Teamwork, Collaboration and Coordination skills are required
How to apply
Submit your CV here
