Customer Service Executive at Fracht Group

Fracht Kenya, a leading logistics and freight forwarding company, is looking for a Customer Service Executive to join our Mombasa branch. This role is responsible for cargo tracking, customer communication, invoicing, and operational coordination to ensure excellent service delivery to our clients.

ROLE OVERVIEW

• The Customer Service Executive will be responsible for preparing cargo reports, updating clients on shipment progress, coordinating local shipments, and ensuring accurate documentation and invoicing. The role requires strong communication skills, problem-solving abilities, and attention to detail in a fast-paced logistics environment.

KEY RESPONSIBILITIES

• Cargo Reporting & Operations
• Prepare and send daily cargo reports to customers.
• Track and monitor import and Exports shipments, updating clients on additional requirements.
• Manage and coordinate local shipments under Mombasa clearance (port/CFS).
• Oversee project cargo, ensuring correct documentation and timely client updates.
• Provide shipment details and guidance to customers, ensuring smooth logistics processes.

CUSTOMER COMMUNICATION & ISSUE RESOLUTION

• Act as the main point of contact for customers, handling inquiries via email, phone, or in person.
• Address and escalate customer queries and complaints, ensuring resolution.
• Provide accurate shipping and logistics information to clients. Coordinate with partner offices and local stakeholders for smooth shipment handling.

INVOICING & DOCUMENTATION

• Validate and process billing to ensure accurate invoicing through the TRAKIT system.
• Monitor general requests, invoice escalations, and system updates.
• Maintain KPI statistics for sea shipments.

GENERAL & AD-HOC RESPONSIBILITIES

• Perform other duties assigned by the Head of Customer Service.
• Promote Fracht Kenya's services to potential and existing clients.

QUALIFICATIONS & EXPERIENCE

Education:

• Bachelor's Degree in Business Administration or Customer Service Management.
• Diploma in Customs Clearing & Forwarding.
• Certificate in East Africa Customs Freight Forwarding Practicing Certificate.

Experience:

• Knowledge of customs clearing and forwarding is an added advantage.

KEY COMPETENCIES & PERSONAL ATTRIBUTES

• Strong teamwork & interpersonal skills
• Excellent communication (written & verbal)
• Ability to work long & irregular hours
• Attention to detail & problem-solving mindset
• Ability to meet deadlines & handle pressure