Admin Assistant and Customer Service Officer – Freight Forwarding at Orchid HR Outsourcing

The Job

We’re growing and are therefore looking for a talented, motivated, detail-oriented, and proactive Admin Assistant and Customer Service Officer to join our team within the import, export, and freight forwarding industry in Kenya. The purpose of this role is to manage client relationships while ensuring seamless coordination of international and local shipments, documentation, invoicing, order tracking, and issue resolution. The role supports operations and sales while ensuring compliance with customs, trade regulations, and service-level expectations.

Responsibilities

Sales Support and Administration:

• Prepare freight quotations, cost breakdowns, and service proposals for air, sea, and road shipments.
• Support sales follow-ups, customer onboarding, and CRM updates.
• Process shipment orders and update logistics and tracking systems.
• Maintain accurate client records, contracts, and billing information.

Client Management:

• Coordinate shipment dispatch and clearance processes to ensure timely cargo movement.
• Build and maintain strong relationships with importers, exporters, and corporate clients.
• Serve as the main point of contact for clients throughout the shipment lifecycle.
• Understand client requirements and provide appropriate logistics solutions.
• Handle client inquiries, feedback, and complaints professionally.
• Coordinate with internal teams to resolve shipment delays, clearance challenges, and service issues.
• Maintain up-to-date shipment and client documentation.

Collaboration and Coordination:

• Support daily operations including shipment tracking and document verification.
• Liaise closely with operations and sales teams to enhance customer service delivery.
• Share accurate shipment status updates with clients in a timely manner.
• Coordinate bookings with shipping lines, airlines, transporters, and clearing agents.
• Communicate effectively with overseas agents, port authorities, and regulatory bodies.

Reporting and Compliance:

• Prepare, review, and verify shipping and customs documentation including invoices, packing lists, and entry documents.
• Ensure compliance with Kenya Revenue Authority (KRA), customs regulations, trade laws, and internal company policies.
• Resolve documentation, clearance, and regulatory issues promptly.
• Verify licenses, permits, and statutory requirements.
• Prepare operational, compliance, and regulatory reports as required.

Customer Service and Relationship Management:

• Act as the primary contact for assigned clients and shipments.
• Handle client inquiries, complaints, and service requests efficiently.
• Maintain strong working relationships with clients, carriers, and service providers.
• Manage client communication through emails, calls, and system updates.

Requirements

• Bachelor’s Degree in Supply Chain Management, Logistics, Operations Management, or a related field.
• Up to 5 years’ experience in import, export, or freight forwarding operations.
• Strong familiarity with customs procedures, documentation, and trade compliance requirements in Kenya.
• Experience coordinating air, sea, or road freight shipments.
• Strong organizational skills with keen attention to detail.
• Excellent problem-solving, interpersonal, and communication skills (oral and written).
• Ability to work effectively in a fast-paced logistics environment.