Job Title: Customer Service Executive Imports
Organisation: Fracht Uganda
Duty Station: Kampala, Uganda
Reports to: Head Customer Service
About the Company:
Fracht Uganda is a Swiss International Freight Forwarder that has been in existence since 1955; with its headquarters located in Basel, Switzerland. As a reputable Freight Forwarder, FRACHT has a worldwide network that stretches across all continents. We are in 115 countries worldwide; of which 16 of these are in Africa.
Job Summary: Using your skills and experience to ensure that FRACHT delivers the best and highest possible standards of service to its customers. To ensure maximum customer satisfaction.
Key Duties and Responsibilities:
Co-ordinating with Internal and external stakeholders
- Receives information, documents and instructions from clients
- Initiates file openings and document dispatches
- Handles inquiries and preparation of quotations to existing clients
- Verifies confirmed business in relation to the approved quotation
- Checks documents for correctness and completeness
- Co-ordinates all activities with both internal and external stakeholders (Operations and Finance depts, affiliated offices or agents, branch offices, transporters and others)
- Monitors the progress of all ongoing transactions daily
- Prepares and dispatches invoices to Clients
Monitoring and follow up
- Proactively assess information and documentation required, immediately upon receipt of order or documents for smooth clearance and delivery.
- Follow up for the required or missing information and documentation with the relevant parties
- Periodically coordinate with the Finance department and Clients for payments of due invoices.
- Proactively Inform the clients about due invoices for payment prior to release of incoming shipments, allowing the client to make preparations to pay prior to arrival
Providing Customer care Services
- Keeps the client informed of the progress of current consignments
- Suggests improvements in work procedures
- Prepares daily, monthly and annual cargo status and review reports
- Provides alternative solutions to challenges that Customers may face while importing or exporting their goods.
- Attend business meetings when requested by Clients
Client Visits
- Prepares and Submits Client Visit schedules to the head of Customer service
- Following the approved Client visit schedule meet the clients
- Prepare and submit Client Visit reports to management
Reporting
- Reports accidents and any other irregularity with potential financial implication to management immediately once made aware of the incident
- Issues client complaint forms on each complaint and avails them to the head of section for further processing and closing.
Recording
- Opens and updates files daily
- Ensures that proof of delivery is available on all transport files prior to closure of the file
- Ensures timely updates are done in the electronic cargo tracking system for all shipments handled
- Responsibility for assigned adhoc duties
- Performs any other duties that may from time to time be assigned by the immediate supervisor
Qualifications, Skills and Experience:
- A bachelor’s degree in business/Economics is essential
- A Certificate in Clearing and Forwarding
- A Certificate in Customer Care
- Good computer skills and knowledge
Experience
- Minimum of 3 years working experience in a reputable private firm- preferably a Freight Forwarding Firm
Personal Attributes:
- Effective communication skills
- Ability to effectively work with a team
- Problem solving skills needed to be able to quickly resolve customer complaints and other issues that may arise from time to time
- Possession of interpersonal skills to be able to relate cordially with different classes of people
- Ability to handle stress well
- Ability to listen and pay attention to details
- Possess a pleasant and clear speaking voice, coupled with a fluency in English
- He/she must be highly motivated
- He/she should be open minded and enthusiastic towards excellence
- Possess a fair knowledge on how to use the computer system and its basic application
- Ability to be thorough and extremely analytical
- Possess flexibility and ability to effectively perform multiple functions at a time
- Ability to work under pressure and still meet up with deadlines without making errors
- Possess excellent telephone etiquette
How to Apply:
All suitably qualified and interested candidates should submit their application letter, CV’S and copies of academic documents merged in one PDF document to [email protected]
Deadline: 12th May 2025 at 5:00pm
Applications will be received on a rolling basis
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