Admin Assistant and Customer Service Officer – Freight Forwarding

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.

Application Process:

If this sounds like a good fit for you and your skill set, we would love to hear from you. Please submit your application, including your resume and cover letter to careers@orchidhr.co.ke by 30th December 2025.