Customer Service Imports

Job Purpose:

To coordinate customer service activities and manage import documentation processes, ensuring timely document processing, accurate shipment information, regulatory compliance, and effective communication with customers and relevant stakeholders.

Responsibilities

1. Customer Service: Respond to customer inquiries, provide shipment updates, resolve service issues, and maintain professional customer relationships.
2. Import Documentation: Prepare, review, verify, and process import documents, including commercial invoices, packing lists, bills of lading, certificates of origin, and other relevant shipping documents.
3. Customs Clearance Coordination: Liaise with customs agents, shipping lines, transporters, and relevant authorities to facilitate timely customs clearance and cargo release.
4. Documentation Compliance: Ensure all import documentation meets applicable customs regulations, company procedures, and statutory requirements.
5. Shipment Tracking: Monitor shipment status, clearance progress, and delivery timelines, proactively communicating delays and corrective actions.
6. Stakeholder Coordination: Coordinate with internal operations, finance, warehouse teams, customers, and external service providers to ensure seamless cargo movement.
7. Data Management: Maintain accurate shipment records, update tracking systems, file documentation, and prepare operational reports.
8. Issue Resolution: Identify and address documentation discrepancies, clearance delays, demurrage risks, and customer complaints.

Qualification and Experience

1. Diploma in Clearing and Forwarding, or relevant Training from Kesra,
2. Experience in customer service, import documentation, logistics, or customs clearance.
3. Knowledge of import procedures, shipping documentation, and customs regulations in Kenya.
4. Proficiency in Microsoft Office and logistics or shipment management systems.
5. Strong communication, coordination, problem-solving, and organizational skills.
6. High attention to detail, accuracy, accountability, and ability to work under pressure