Customer Service Officer

	Customer Service Officer

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

Mission Description                      

1. JOB PURPOSE & MAIN MISSIONS:

To provide excellent customer service support to airfreight operations by serving as the primary liaison between clients and internal operational teams. The role ensures timely communication, accurate documentation, efficient processing of customs clearance, and strict adherence to client Key Performance Indicators (KPIs) to guarantee seamless cargo movement.


2. POSITION IN THE ORGANIZATION CHART

Reports directly to the Client Operations Manager and works closely with the Airfreight and Customs Clearance teams. The role is based within the Airfreight business unit, specifically supporting client operations at Entebbe International Airport.

3. Key Responsibilities

Client Engagement & Communication
 Act as the primary contact for assigned clients on all matters related to customs documentation and cargo clearance.
 Acknowledge receipt of documentation and provide regular updates to clients on shipment status.
 Proactively communicate any delays, documentation issues, or changes in cargo delivery schedules.
Document Handling & Verification
 Receive, vet, and validate shipping documents from clients for completeness and accuracy.
 Communicate and advise clients on how to correct any errors or discrepancies in documents.
 Obtain delivery instructions prior to job file initiation.
Operational Support
 Open job files in the SPOT system and ensure accurate, timely data entry.
 Initiate IDF (Import Declaration Form) creation and follow up on timely acquisition of the FCVR (Final Customs Verification Report).
 Track, trace, and update shipment progress on SPOT and W@Y systems in real time.
 Prepare and share delivery advice to clients at least 24 hours prior to cargo delivery.
Performance Monitoring
 Ensure client KPIs are met by coordinating timely clearance and delivery processes.
 Escalate recurring client or operational issues and recommend corrective measures.
 Collaborate closely with internal teams (Customs, Delivery, Warehouse) to resolve bottlenecks.

 

Profile

4. Required Qualifications & Skills

Education & Experience
 Minimum of a Degree in Logistics, Supply Chain, Business Administration, or related field.
 At least 2 years of experience in clearing and forwarding operations.
 Proven experience (minimum 2 years) in customer service or client-facing role, preferably in logistics or freight forwarding.

Technical Skills
 Proficient in Microsoft Office applications (Excel, Word, Outlook).
 Familiarity with airfreight tracking systems
 Strong documentation and reporting skills.

Behavioral Competencies
 Excellent communication and interpersonal skills.
 Strong attention to detail and organizational abilities.
 Proactive, self-driven, and able to handle pressure in a fast-paced environment.
 High level of professionalism, integrity, and customer focus.

5. Performance Indicators
 Client satisfaction and retention rate.
 Accuracy and timeliness of document processing.
 Compliance with client-specific KPIs.
 Timely updates and use of systems (SPOT, W@Y).
 Minimal incidents of delay or customer complaints.