The Ugandan Jobline

• 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

• 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

• 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

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