Customer Service Executive – Fargo Group

The Customer Service Executive will be responsible for managing client relationships and ensuring seamless coordination of shipment logistics, invoicing, and documentation. This role requires a highly organized individual with excellent communication skills, capable of delivering exceptional customer service while supporting operational efficiency and meeting organizational objectives.

KEY DUTIES & RESPONSIBILITIES:

• Open files and prepare proper documentation for new
• Prepare and send daily updates to customers regarding shipment
• Manage booking requests, confirmations, tracking, tracing, and shipment
• Liaise with the documentation team to ensure timely processing of shipment-related invoices to avoid
• Coordinate with declaration and operations departments for shipment statuses and cargo
• Monitor key performance indicators (KPIs) and Standard Operating Procedures (SOPs) and report to
• Retain clients and monitor the growth of existing accounts, sharing projected volumes withcommercial and operations heads.
• Engage clients on service and growth potential, conducting proactive business
• Maintain a full overview of account statuses and business
• Support the sales team by preparing and delivering presentations to new
• Coordinate with the credit control department and respective sales managers for credit adherence andtimely payment collection.
• Monitor shipment statuses and provide updates to
• Handle and report damages and claims with KPA, shipping lines, transit sheds, and transporters, ensuring timely updates to customers.
• Coordinate preferred transport and shipping arrangements, pickup, and scope of
• Prepare quotations for exports, imports, transit, transshipments, and project cargo
• Coordinate with overseas agents on active shipments, ensuring correct
• Prepare tenders for local and international
• Coordinate with cross-border agents for timely delivery and seamless
• Maintain accurate, up-to-date client business profiles for sharing with sales and operations
• Manage export bookings and the processing of export shipments (air and sea), while coordinating with transporters, Kenya Ports Authority (KPA), shipping lines, and other government agencies to ensure smooth and efficient operations.
• Ensure timely and precise client services aligned with company and industry quality
• Assist in sales activities, including preparing proposals and delivering quality
• Prepare and maintain commercial reports for clearing and forwarding (C&F)
• Source rates from partners as directed by sales and operations
• Maintain the quotation log and provide monthly analysis
• Maintain customer records, manage documentation, and adhere to industry regulations and companypolicies.
• Foster customer satisfaction and long-term
• Perform any other duties assigned by the Operations Manager or Business

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree in Supply Chain, Operations Management, Logistics Management, or a Diploma in Clearing and Forwarding or Shipping.
• Minimum of 6 years of experience in the freight forwarding
• Knowledge of customs legislation, import/export documentation, and customs clearance
• Strong problem-solving, interpersonal, and communication skills (both oral and written).
• Ability to multitask and efficiently complete tasks under
• A team player with a positive attitude, keen attention to detail, and strong organizational
• SAP and KESRA certification is an added