CUSTOMER SERVICE OFFICER
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Job summary
File owner from the file opening until the archiving Process/Push the file all along the file execution steps by mobilizing the appropriate
Min Qualification:
Bachelors
Experience Level:
Entry level
Experience Length:
2 years
Job descriptions & requirements
Reports to: IMPORTS MANAGER
Based at: Kampala C/o. HEAD OFFICE – PLOT M611, NTINDA ROAD, KAMPALA
1. JOB PURPOSE & MAIN MISSIONS:
- File owner from the file opening until the archiving
- Process/Push the file all along the file execution steps by mobilizing the appropriate
2. DIRECT COLLABORATORS
INTERNAL DIRECT COLLABORATORS
- Customs declarants
- Invoicing clerks
- Delivery/Port clerks
- Customs clerks
- Shipping Lines clerks
- Documentation & FCVR clerks
- Drivers
- Implants
- Archives
- Transport department
- Disbursement control
- Finance department
EXTERNAL DIRECT COLLABORATORS
- Shipping Lines
- Port Authorities
- Government Agencies
- Subcontractors
3. MAIN TASKS AND RESPONSIBILITIES DETAILS
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 times 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 a 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 for the 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)
Check documentation
- 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/Inform Management
- 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
1. IN CASE OF VACATION
- Proper handover
2. TARGETS AND GOALS
- 100% target on Quality of service KPI (including Client’s KPI)
3. PERSONAL QUALITIES REQUIRED
- Organised
- Team player
- Self Starter
- Problem Solver
- Ability to work to tight deadlines
- Ability to push people to a common goal.
4. REQUIRED SKILLS
- At least 2 years’ experience in clearing and forwarding
- Good knowledge of Microsoft Office
- Good use of email
- Excellent communicator
5. TOOLS
- Business software (SPOT, Pegasus, Way)
- Standard Operating Procedures
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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