Job Title: Customer Service Officer
Organization: Frank Management Consult Ltd (Multi-national
Logistics Company)
Logistics Company)
Duty Station: Kampala, Uganda
About US:
Frank
Management Consult Ltd is one of the country’s premier Recruitment &
Training consulting firm, based in Nairobi. FMC has proven itself for more than
15 years. Specifically, FMC has competitive expertise in Recruitment,
Headhunting, In-House Training, Background Check, Career Development Advisory,
CV writing services & General HR Consultancy. They would like to recruit
for their valuable client, a leading Multinational Logistics company in Uganda.
Management Consult Ltd is one of the country’s premier Recruitment &
Training consulting firm, based in Nairobi. FMC has proven itself for more than
15 years. Specifically, FMC has competitive expertise in Recruitment,
Headhunting, In-House Training, Background Check, Career Development Advisory,
CV writing services & General HR Consultancy. They would like to recruit
for their valuable client, a leading Multinational Logistics company in Uganda.
Key Duties and Responsibilities:
- The Customer Service Officer will execute and
implement the field Operations end to end process with sharp focus on the
key - Support customer service in customer query
resolution and exception handling - Build, maintain and manage relationships with
carriers , obtain rates and maintain tariffs - Work in liaison with the CSO team on continuously
improving processes, sharing best practices/procedures aimed at - Heightening productivity, delivering top
class service delivery and lead times to customers - Ensure full compliance to internal &
external audit controls - Meet up with the Customer Service team
members on a regular basis to identify the list of critical customers and
review operations performance on a daily/ weekly basis to enhance quality
of the operations that delivers towards our customer value proposition. - Develop an strong understanding of the
business of Critical customers to aid customer retention - Ensure effective communication with your
direct Manager, Customer Service team, and - Operations Team in the CSO on any
opportunities, challenges and alternative options for improved operations
service delivery - Be a proactive and highly contributive team
member, striving to achieve best-in-class operations Delivery - Constantly aim to achieve your set targets
and high performance standards - Support other members as required/requested
- Be open and share best practices and
knowledge with both team and other stakeholders - Be highly responsive to all matters relating
to the team/customers - Develop a robust personal development plan
and ensure personal growth
Key Performance Indicators
- Customer Satisfaction Survey scores
- Zero loss making files due to error/oversight
from Ug VAS team - Positive Feedback / Zero Escalations from CSO
and Customers - Transit time (9days for UG imports, 12 days
for SS imports, 5 days for exports, 3 days for empties). - DSO/Outstanding freight
- Time taken to update trakit
- Missing UG vendor and customer invoices
- Zero audit findings
- Full and proper physical file maintenance
Qualifications, Skills and Experience:
- The applicant must be a Ugandan Citizen who
holds a Degree in a Business-related field - At least three years’ experience in
Operations / Customer service in
the Logistics sector - Broad knowledge and understanding of the
logistics products & processes- Sea, Air, VAS and Cargo-Insurance - Passion for service delivery, responsiveness
and for identifying constant improvements - Good understanding of Trakit/Kewill – but not
a super user necessarily
How to Apply:
All
candidates are strongly encouraged to send their applications to:
candidates are strongly encouraged to send their applications to:
Talent
Consultant,
Consultant,
Frank
Management Consult Ltd,
Management Consult Ltd,
Deadline: 29th February, 2016.
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