Customer Service Administrator job at CEVA Logistics

Background information about the job or company (e.g., role context, company overview)

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,500 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

We are looking for an experienced Customer Service Administrator to be based in Kasese as an inplant resource for our client, Hima Cement to plan, coordinate, monitor, and manage logistics and customer service activities, ensure timely cargo clearance, delivery, and high-quality client service while maintaining full compliance with CEVA Logistics procedures and customer requirements.

Responsibilities or duties

WHAT ARE YOU GOING TO DO?

Document/File Management.

• Receive Original shipping documents for commencement of clearance/ File opening. Crosscheck and confirm that the applicable Quotation is valid and has been signed by the client. Assess which information and documentation is required immediately upon receipt of order/ documents to avoid delays in clearance and release.
• Ensure that all relevant letters for sensitive cargo are requested, followed up and received on time.
• Ensure files are opened accurately in Cargo wise and TMS latest 6 hours from receipt of shipping documents or pre-alerts. And ensure Zero errors in opening files.
• Ensure that Files are forwarded to declarations to check if Documents on file are sufficient for clearance latest within the two days of receipt. And any errors, discrepancies noted and communicated to the client within the same time frame.
• Ensure that all shipping documents received are correct / tallying before forwarding to Declaration Dept for further action.
• Ensure that proof of Delivery is available on all transport Files prior to closure of the File.
• Ensure Closure of Files after 48 Hours of Delivery.
• Ensure for every file that all communication, correspondence & file related documents are filled as per laid down procedure / format and maintained in the file at all times.

Progress Tracking and Management

• Ensure follow-ups for accurate updates on progress of transport and customs clearance and subsequent update in the cargo tracking and physical file on a daily basis.
• Work closely with internal teams to foster effective handling and management of client accounts.
• Ensure that final confirmation is received from C/Track to determine if Demurrage is applicable or not, same should be invoiced to the client immediately.

Communication

• Ensure clients are kept informed on the transport and customs clearance formally.
• Ensure Status reports are sent out to the clients no less than thrice a week. ( Monday, Wednesday and Friday).
• Inform the client immediately of payments that must be effected prior to release of incoming shipments, allowing the client to make Preparations to pay prior to arrival.
• Ensure that final confirmation of extra charges or no Extra charges from our sister companies are communicated to the clients 4 hours from receipt of the email.
• Ensure any loss/ damage is communicated to the client under the guidance of the Legal Team immediately and not later than 12-hours after incident is reported as per the laid down procedures.
• Provide clients with operational advice on clearance procedures and other requirements in the industry.

Invoice Management

• Receive / Prepare invoices and dispatches them to clients within 48 hours with supporting documents ie shipping and Clearance Documents.
• Ensure that incoming third party invoices are handled as per the laid down procedures.
• Maintain an accurate record of all invoices submitted to clients, including all relevant client references such as purchase order numbers and any other required billing references.

Client Engagement

• Schedule monthly client Visits with Clients.
• Meet a minimum of 5 Clients on a monthly basis, Sends informative client visit reports to the customer service supervisor and other required parties within 48 hours.
• Submit the Schedule to the customer service supervisor. Manage and maintain key customer relationships through updates and making calls as may be required.
• Conduct and share routine customer satisfaction surveys (Monthly), maintaining a minimum satisfaction score of 4.0.

Debt Collection Support

• Support debt collection activities and follow up on outstanding receivables in line with established company procedures.
• Ensure timely collection of customer payments within agreed credit terms to support healthy cash flow and minimize overdue balances.
• Maintain accurate client statements of account by ensuring all invoices are issued, reconciled, and cleared, with no outstanding invoices beyond approved credit periods.
• Prepare and share monthly projections of expected customer payments with the Credit Control Team, Customer Service Supervisor, and OKAM to support proactive receivables management and cash flow planning.

Query Handling

• Handle and resolve questions / complaints from clients in a timely and satisfactory manner.
• Responds to any queries from shipping run within 6 hours.

Reporting

• Prepare and submit daily status reports to the respective client team and line Manager.
• Submit periodic feedback reports to the respective teams.

Adhoc Duties

• Performs any other duties that may from time to time be assigned by the line Manager.

Qualifications or requirements (e.g., education, skills)

WHAT ARE WE LOOKING FOR?

• Bachelors degree in Transport & Logistics Management or any other related course.
• Strong organizational and multitasking skills with attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in logistics management software and tools.
• Ability to work under pressure and meet tight deadlines.
• Problem-solving and analytical skills to address operational challenges effectively.
• Excellent presentation skills is important for collaborations with key clientele and other key stakeholders.

Experience needed

• A minimum of Two (2) years working experience in logistics operations and customer service.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• Knowledge of international shipping regulations and procedures is an advantage.
• As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation.

• Receive Original shipping documents for commencement of clearance/ File opening. Crosscheck and confirm that the applicable Quotation is valid and has been signed by the client. Assess which information and documentation is required immediately upon receipt of order/ documents to avoid delays in clearance and release.
• Ensure that all relevant letters for sensitive cargo are requested, followed up and received on time.
• Ensure files are opened accurately in Cargo wise and TMS latest 6 hours from receipt of shipping documents or pre-alerts. And ensure Zero errors in opening files.
• Ensure that Files are forwarded to declarations to check if Documents on file are sufficient for clearance latest within the two days of receipt. And any errors, discrepancies noted and communicated to the client within the same time frame.
• Ensure that all shipping documents received are correct / tallying before forwarding to Declaration Dept for further action.
• Ensure that proof of Delivery is available on all transport Files prior to closure of the File.
• Ensure Closure of Files after 48 Hours of Delivery.
• Ensure for every file that all communication, correspondence & file related documents are filled as per laid down procedure / format and maintained in the file at all times.
• Ensure follow-ups for accurate updates on progress of transport and customs clearance and subsequent update in the cargo tracking and physical file on a daily basis.
• Work closely with internal teams to foster effective handling and management of client accounts.
• Ensure that final confirmation is received from C/Track to determine if Demurrage is applicable or not, same should be invoiced to the client immediately.
• Ensure clients are kept informed on the transport and customs clearance formally.
• Ensure Status reports are sent out to the clients no less than thrice a week. ( Monday, Wednesday and Friday).
• Inform the client immediately of payments that must be effected prior to release of incoming shipments, allowing the client to make Preparations to pay prior to arrival.
• Ensure that final confirmation of extra charges or no Extra charges from our sister companies are communicated to the clients 4 hours from receipt of the email.
• Ensure any loss/ damage is communicated to the client under the guidance of the Legal Team immediately and not later than 12-hours after incident is reported as per the laid down procedures.
• Provide clients with operational advice on clearance procedures and other requirements in the industry.
• Receive / Prepare invoices and dispatches them to clients within 48 hours with supporting documents ie shipping and Clearance Documents.
• Ensure that incoming third party invoices are handled as per the laid down procedures.
• Maintain an accurate record of all invoices submitted to clients, including all relevant client references such as purchase order numbers and any other required billing references.
• Schedule monthly client Visits with Clients.
• Meet a minimum of 5 Clients on a monthly basis, Sends informative client visit reports to the customer service supervisor and other required parties within 48 hours.
• Submit the Schedule to the customer service supervisor. Manage and maintain key customer relationships through updates and making calls as may be required.
• Conduct and share routine customer satisfaction surveys (Monthly), maintaining a minimum satisfaction score of 4.0.
• Support debt collection activities and follow up on outstanding receivables in line with established company procedures.
• Ensure timely collection of customer payments within agreed credit terms to support healthy cash flow and minimize overdue balances.
• Maintain accurate client statements of account by ensuring all invoices are issued, reconciled, and cleared, with no outstanding invoices beyond approved credit periods.
• Prepare and share monthly projections of expected customer payments with the Credit Control Team, Customer Service Supervisor, and OKAM to support proactive receivables management and cash flow planning.
• Handle and resolve questions / complaints from clients in a timely and satisfactory manner.
• Responds to any queries from shipping run within 6 hours.
• Prepare and submit daily status reports to the respective client team and line Manager.
• Submit periodic feedback reports to the respective teams.
• Performs any other duties that may from time to time be assigned by the line Manager.

• Strong organizational and multitasking skills with attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in logistics management software and tools.
• Ability to work under pressure and meet tight deadlines.
• Problem-solving and analytical skills to address operational challenges effectively.
• Excellent presentation skills.

• Bachelors degree in Transport & Logistics Management or any other related course.
• Knowledge of international shipping regulations and procedures is an advantage.