Customer Service Officer M/F

	Customer Service Officer M/F

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:

• Serve as the file owner from initiation to archiving.
• Drive execution of each file by coordinating and mobilizing the appropriate internal and external resources.
• Ensure end-to-end file lifecycle management in alignment with internal SOPs and client expectations.

2. POSITION IN THE ORGANIZATION CHART

Reports directly to the Client Operations Manager.
• Initiate the file :
 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)

• Process/Push the file through the different stages
 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
 Update the business software every time a process step is achieved: customs duties & taxes amount, declaration number, transport delivery order, back from delivery...

• Check gross margin & disbursements about quotation
 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)

• Documentation Management
 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)

• Reporting & Escalation
 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
• 100% target on Quality-of-service KPI (including Client's KPI)

7. PERSONAL QUALITIES REQUIRED

• Organised
• Team player
• Self Starter
• Problem Solver
• Ability to work to tight deadlines
• Ability to push people to a common goal.

8. REQUIRED SKILLS
• 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.
• Proficient in Microsoft Office Suite
• Comfortable with professional email communication
• Excellent verbal and written communication skills

9. TOOLS

• Business software (SPOT, Pegasus, Way)
• Standard Operating Procedures