Customer Service Executive Imports Fracht Uganda

Job Title: Customer Service Executive Imports
Organization: Fracht Uganda
Location: Kampala Office
Reports to: Head Customer Service
Department: Commercial

Job purpose: Using your skills and experience to ensure that FRACHT delivers the best and highest possible standards of service to its customers. To ensure maximum customer satisfaction.

Performance Areas/Accountabilities and Key Responsibilities
1. Co-ordinating with Internal and external stakeholders
Receives information, documents and instructions from clients
• Initiates file openings and document dispatches
• Handles inquiries and preparation of quotations to existing clients
• Verifies confirmed business in relation to the approved quotation
• Checks documents for correctness and completeness
• Co-ordinates all activities with both internal and external stakeholders (Operations and Finance depts, affiliated offices or agents, branch offices, transporters and others)
• Monitors the progress of all ongoing transactions daily
• Prepares and dispatches invoices to Clients

2. Monitoring and follow up
• Proactively assess information and documentation required, immediately upon receipt of order or documents for smooth clearance and delivery.
• Follow up for the required or missing information and documentation with the relevant parties
Periodically coordinate with the Finance department and Clients for payments of due invoices.
• Proactively Inform the clients about due invoices for payment prior to release of incoming shipments, allowing the client to make preparations to pay prior to arrival

3. Providing Customer care Services
• Keeps the client informed of the progress of current consignments
• Suggests improvements in work procedures
• Prepares daily, monthly and annual cargo status and review reports
• Provides alternative solutions to challenges that Customers may face while importing or exporting their goods.
Attend business meetings when requested by Clients

4. Client Visits
• Prepares and Submits Client Visit schedules to the head of Customer service
• Following the approved Client visit schedule meet the clients
• Prepare and submit Client Visit reports to management

5. Reporting
• Reports accidents and any other irregularity with potential financial implication to management immediately once made aware of the incident
• Issues client complaint forms on each complaint and avails them to the head of section for further processing and closing.

6. Recording
• Opens and updates files daily
• Ensures that proof of delivery is available on all transport files prior to closure of the file
• Ensures timely updates are done in the electronic cargo tracking system for all shipments handled

7. Responsibility for assigned adhoc duties
• Performs any other duties that may from time to time be assigned by the immediate supervisor

Minimum Qualifications:
1. A bachelor’s degree in business/Economics is essential
2. A Certificate in Clearing and Forwarding
3. A Certificate in Customer Care
4. Good computer skills and knowledge

Experience
1. Minimum of 3 years working experience in a reputable private firm- preferably a Freight Forwarding Firm

Personal Attributes:
Effective communication skills
1. Ability to effectively work with a team
2. Problem solving skills needed to be able to quickly resolve customer complaints and other issues that may arise from time to time
3. Possession of interpersonal skills to be able to relate cordially with different classes of people
4. Ability to handle stress well
5. Ability to listen and pay attention to details
6. Possess a pleasant and clear speaking voice, coupled with a fluency in English
7. He/she must be highly motivated
8. He/she should be open minded and enthusiastic towards excellence
9. Possess a fair knowledge on how to use the computer system and its basic application
Ability to be thorough and extremely analytical
11. Possess flexibility and ability to effectively perform multiple functions at a time
12. Ability to work under pressure and still meet up with deadlines without making errors
13. Possess excellent telephone etiquette