Customer Service Administrator – Exports job at CEVA Logistics

Description

CEVA Logistics is hiring for an experienced Customer Service Administrator – Exports responsible for end-to-end coordination of export shipments while delivering high-quality customer service. The role requires efficient cargo handling, compliance with export procedures, and effective communication with clients and stakeholders to achieve timely, secure, and accurate shipment execution

Key Duties and Responsibilities:

• Oversee and coordinate the receiving of export cargo ensuring documentation and cargo compliance with Export SOPs.
• Execute daily export planning, including shipment allocations aligned to the “same day load and dispatch” objective.
• Coordinate usage and availability of electronic seals, security locks, and cables to ensure cargo safety and compliance.
• Act as the primary contact for export customers, responding promptly to inquiries related to shipments, documentation, and timelines.
• Provide accurate shipment updates, including tracking, delays, and delivery confirmations.
• Handle customer complaints and queries professionally and resolve issues within agreed timelines.
• Liaise with key stakeholders, carriers, customs agents, terminals, transporters and overseas offices to ensure timely handling of cargo.
• Ensure files are opened accurately, accurate updates with the required documentation in the Transport Management Systems within the required timelines from receipt of shipping documents or pre-alerts with 100% data quality.
• Track cargo from dispatch to final destination, ensuring timely delivery.
• Ensure completeness and accuracy of shipment documentation.
• Ensure that all file related documents are kept and maintained in the file at all times.
• Ensure any loss/ damage is communicated to the client under the guidance of the Legal Team immediately after incident is reported as per the laid down procedures.
• Prepare and submit timely status reports as required.
• Receive / Prepare invoices and dispatch them to clients or internal teams with supporting documents in a timely manner.
• Identify causes of delays and propose process improvements to enhance service delivery.
• Ensure adherence to CEVA Logistics policies, export SOPs, and regulatory requirements.
• Attend to client and transporter queries and complaints and provide immediate solutions.

Qualifications, Skills and Experience:

• Degree in Logistics, Supply chain Management Procurement, Business Administration or any other related course.
• A minimum of Two (2) years working experience, in a reputable Clearing & Forwarding or Logistics Company.
• Excellent presentation skills is important for collaborations with key clientele and other key stakeholders.
• Demonstrated negotiation skills and ability to retain and get repeat business with key accounts.
• A customer focused mind set aligned for profitable business.
• Must be able to keep deadlines all the time with minimal supervision.
• Self –confident, good judgment skills, initiative, high achievement drive and commitment.
• High integrity, self-driven and able to set own work schedule with rigorous deadlines.
• Must have effective communication skills, both written and oral. Excellent English speaking and writing skills.
• Demonstrable aptitude for teamwork.
• High level of interpersonal skills.
• Resilient and able to perform in demanding operational environments.
• Strong understanding of export documentation and international shipping processes.
• Ensure adherence to local customs law, CEVA standards, CEVA Business Rules, CEVA Code of Conduct, Company SOPs and internal controls.

• Oversee and coordinate the receiving of export cargo ensuring documentation and cargo compliance with Export SOPs.
• Execute daily export planning, including shipment allocations aligned to the “same day load and dispatch” objective.
• Coordinate usage and availability of electronic seals, security locks, and cables to ensure cargo safety and compliance.
• Act as the primary contact for export customers, responding promptly to inquiries related to shipments, documentation, and timelines.
• Provide accurate shipment updates, including tracking, delays, and delivery confirmations.
• Handle customer complaints and queries professionally and resolve issues within agreed timelines.
• Liaise with key stakeholders, carriers, customs agents, terminals, transporters and overseas offices to ensure timely handling of cargo.
• Ensure files are opened accurately, accurate updates with the required documentation in the Transport Management Systems within the required timelines from receipt of shipping documents or pre-alerts with 100% data quality.
• Track cargo from dispatch to final destination, ensuring timely delivery.
• Ensure completeness and accuracy of shipment documentation.
• Ensure that all file related documents are kept and maintained in the file at all times.
• Ensure any loss/ damage is communicated to the client under the guidance of the Legal Team immediately after incident is reported as per the laid down procedures.
• Prepare and submit timely status reports as required.
• Receive / Prepare invoices and dispatch them to clients or internal teams with supporting documents in a timely manner.
• Identify causes of delays and propose process improvements to enhance service delivery.
• Ensure adherence to CEVA Logistics policies, export SOPs, and regulatory requirements.
• Attend to client and transporter queries and complaints and provide immediate solutions.

• Excellent presentation skills
• Demonstrated negotiation skills
• Customer focused mind set
• Ability to keep deadlines with minimal supervision
• Self –confident, good judgment skills, initiative, high achievement drive and commitment
• High integrity, self-driven
• Effective communication skills, both written and oral
• Excellent English speaking and writing skills
• Demonstrable aptitude for teamwork
• High level of interpersonal skills
• Resilient and able to perform in demanding operational environments
• Strong understanding of export documentation and international shipping processes

• Degree in Logistics, Supply chain Management Procurement, Business Administration or any other related course.
• A minimum of Two (2) years working experience, in a reputable Clearing & Forwarding or Logistics Company.
• Ensure adherence to local customs law, CEVA standards, CEVA Business Rules, CEVA Code of Conduct, Company SOPs and internal controls.