Client Service Operator M/F

The Customer Service Operator (CSO) is responsible for managing day-to-day operational relationships with clients, ensuring efficient coordination between commercial, operations, warehouse, transport, and finance teams. Client Relationship & Communication - Manage day-to-day operational relationships with assigned clients. - Receive, attend to, and follow up on client requests in a timely and professional manner. - Provide regular shipment status updates to clients and Client Operations Managers. - Alert the Commercial Operations Manager and clients promptly in case of operational challenges or service disruptions. - Share supporting documentation and formal communication in the event of disputes. Commercial & Quotation Support - Follow up with the Commercial Team to ensure quotations are signed and confirmed prior to execution. - Support smooth handover from commercial to operations once business is confirmed. File & Documentation Management - Coordinate account creation for new clients. - Open shipment files in the SPOT system. - File and maintain all origin and shipping documents accurately in respective shipment files. - Update shipment movements in SPOT and/or tracking agent systems. - Maintain and update various operational status reports and share with relevant stakeholders. Operational Coordination - Prepare and issue Loading Instructions to the Warehouse team. - Issue container pickup instructions to the Transport Team and follow up on execution. - Share clearing documents (e.g. Shipping Orders, Customs Entries) with Operations teams to facilitate container gating at the port. - Nominate containers once gated in port and hand over to the respective vessels. - Monitor shipment progress using the Power BI monitoring tool Port, Customs & Regulatory Processes - Submit pre-advice using the KPA KWATOS system. - Follow up on customs release once containers are gated at the port. - Liaise with relevant parties to resolve port or customs-related delays. Billing & Financial Coordination - Verify draft invoices before final billing. - Bill shipment files in line with approved rates and supporting documents. - Follow up on recovery of shipping line invoices. - Update sea freight reports accurately and on time. - Follow up on validated service invoices and dispatch them to the Sarissa team. - Recover KPA additional charges where applicable.

Profile - Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field. - Minimum of 1–3 years' experience in customer service, logistics, clearing & forwarding, or shipping operations. - Experience working with port systems (e.g. KPA KWATOS) is an added advantage