Client Services Operator

Role Summary

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.

Responsibilities

I. 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.

II. 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.

III. 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.

IV. 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

V. 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.

VI. 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.

Qualifications

• 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