Customer Service Officer M / F

General information

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General informations

As Africa's reference multimodal logistics operator, AGL (Africa Global Logistics) is proud to be part of the MSC Group, a global leader in shipping and logistics. With a robust network of 250 subsidiaries across Africa, Haiti, and Timor, we specialize in port, Maritime, Logistics, and rail solutions tailored to our clients' unique needs.

Our legacy dates back to the historic agencies SDV, SAGA, and SOCOPAO—pioneering firms that were revitalized when the Bolloré Group acquired them in 1986. As of December 21, 2022, AGL operates under the full ownership of the MSC family, enhancing our capacity to drive growth and development across the continent as Africa's first integrated logistics network.

With over a century of expertise and a dedicated team of more than 23,000 employees in 49 countries, AGL delivers innovative and customized logistics solutions that are critical for sustainable transformation in Africa. Our commitment to excellence helps empower businesses and communities alike.

Are you ready to embark on a rewarding journey with us? At AGL, we put Africa at the heart of our mission. Join us and make a significant impact as we shape the future of logistics on the continent!

Job description

Job Title

FREIGHT FORWARDING OPERATIONAL EXCELLENCE

Customer Service Officer M / F

Contract Type

PERMANENT

Job Location

Africa, Uganda, KAMPALA

Working Hours

Full time

Mission Description

1. JOB PURPOSE & MAIN MISSIONS :

2. POSITION IN THE ORGANIZATION CHART

Reports directly to the Client Operations Manager.

Create the file in the business software after receiving instructions from the COM

Check all documentation required (TO, B / L, commercial invoices...) and request missing documentation to the client only through the COM

Launch the file printing and collection

Place documentation in the file folder

Update of the ship call date in the business software

Creation of cash clients in the business software (before COM validation)

Must know at all-time what is the process status of each file within the scope

Require actions from each file process protagonist following the SOPs in place :

Request Verification / Tally operation to be done & follow the process

Require declarant actions once the ship's arrival is known

Push for customs invoicing and ensure correct dispatch (after COM validation)

Organize / support customs payment procedure (customs clerk)

Request & Get the customs delivery order from the customs clerk

Issue transport delivery order and give it to the delivery clerk

Collect proof of delivery

Request services invoicing & control it & give it to dispatch after COM validation

Update the business software every time a process step is achieved : customs duties & taxes amount, declaration number, transport delivery order, back from delivery...

Check supplier's invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation

Check the client invoices and corresponding attachments (announced in the quotation)

Check the disbursements of each file (comparison with the quotation)

Alert / Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation)

Control at each step that all relevant / expected documentation is placed in the file folder (including emails)

Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation)

Alert management in case of operational issues (significant or not)

Inform management of any information relevant to our business activity or environment

Identify issues raised during operations processing whether in scope or not

Profile

6. PERFORMANCE TARGETS

7. PERSONAL QUALITIES REQUIRED

8. REQUIRED SKILLS

9. TOOLS