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Customer Service Officer job at Africa Global Logistics
Posted by: great-volunteer
Posted date: 2025-Jun-13
Location: Kampala, Uganda
Customer Service Officer 2025-06-12T07:59:05+00:00 Africa Global Logistics https://cdn.ugashare.com/jsjobsdata/data/employer/comp_4977/logo/Africa%20Global%20Logistics%20(AGL).png https://www.aglgroup.com/en/about-us/ FULL_TIME Kampala Kampala 00256 Uganda Logistics Customer Service 2025-06-23T17:00:00+00:00 Uganda 8 Mission Description 1. JOB PURPOSE & MAIN MISSIONS:
• Serve as the file owner from initiation to archiving.
• Drive execution of each file by coordinating and mobilizing the appropriate internal and external resources.
• Ensure end-to-end file lifecycle management in alignment with internal SOPs and client expectations.
2. POSITION IN THE ORGANIZATION CHART
Reports directly to the Client Operations Manager.
• Initiate the file :
 Create the file in the business software after receiving instructions from the COM
 Check all documentation required (TO, B/L, commercial invoices...) and request missing documentation to the client only through the COM
 Launch the file printing and collection
 Place documentation in the file folder
 Update of the ship call date in the business software
 Creation of cash clients in the business software (before COM validation)
• Process/Push the file through the different stages
 Must know at all-time what is the process status of each file within the scope
 Require actions from each file process protagonist following the SOPs in place:
Request Verification/Tally operation to be done & follow the process
Require declarant actions once the ship's arrival is known
Push for customs invoicing and ensure correct dispatch (after COM validation)
Organize/support customs payment procedure (customs clerk)
Request & Get the customs delivery order from the customs clerk
Issue transport delivery order and give it to the delivery clerk
Collect proof of delivery
Request services invoicing & control it & give it to dispatch after COM validation
• Update the business software
 Update the business software every time a process step is achieved: customs duties & taxes amount, declaration number, transport delivery order, back from delivery...
• Check gross margin & disbursements about quotation
 Check supplier's invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation
 Check the client invoices and corresponding attachments (announced in the quotation)
 Check the disbursements of each file (comparison with the quotation)
 Alert/Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation)
• Documentation Management
 Control at each step that all relevant/expected documentation is placed in the file folder (including emails)
 Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation)
• Reporting & Escalation
 Alert management in case of operational issues (significant or not)
 Inform management of any information relevant to our business activity or environment
 Identify issues raised during operations processing whether in scope or not Profile 6. PERFORMANCE TARGETS
• 100% target on Quality-of-service KPI (including Client's KPI)
7. PERSONAL QUALITIES REQUIRED
• Organised
• Team player
• Self Starter
• Problem Solver
• Ability to work to tight deadlines
• Ability to push people to a common goal.
8. REQUIRED SKILLS
• Minimum of a Degree in Logistics, Supply Chain, Business Administration, or related field.
• At least 2 years of experience in clearing and forwarding operations.
• Proven experience (minimum 2 years) in customer service or client-facing role, preferably in logistics or freight forwarding.
• Proficient in Microsoft Office Suite
• Comfortable with professional email communication
• Excellent verbal and written communication skills
9. TOOLS
• Business software (SPOT, Pegasus, Way)
• Standard Operating Procedures 2. POSITION IN THE ORGANIZATION CHART Reports directly to the Client Operations Manager. • Initiate the file :  Create the file in the business software after receiving instructions from the COM  Check all documentation required (TO, B/L, commercial invoices...) and request missing documentation to the client only through the COM  Launch the file printing and collection  Place documentation in the file folder  Update of the ship call date in the business software  Creation of cash clients in the business software (before COM validation) • Process/Push the file through the different stages  Must know at all-time what is the process status of each file within the scope  Require actions from each file process protagonist following the SOPs in place: Request Verification/Tally operation to be done & follow the process Require declarant actions once the ship's arrival is known Push for customs invoicing and ensure correct dispatch (after COM validation) Organize/support customs payment procedure (customs clerk) Request & Get the customs delivery order from the customs clerk Issue transport delivery order and give it to the delivery clerk Collect proof of delivery Request services invoicing & control it & give it to dispatch after COM validation • Update the business software  Update the business software every time a process step is achieved: customs duties & taxes amount, declaration number, transport delivery order, back from delivery... • Check gross margin & disbursements about quotation  Check supplier's invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation  Check the client invoices and corresponding attachments (announced in the quotation)  Check the disbursements of each file (comparison with the quotation)  Alert/Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation) • Documentation Management  Control at each step that all relevant/expected documentation is placed in the file folder (including emails)  Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation) • Reporting & Escalation  Alert management in case of operational issues (significant or not)  Inform management of any information relevant to our business activity or environment  Identify issues raised during operations processing whether in scope or not . REQUIRED SKILLS • Minimum of a Degree in Logistics, Supply Chain, Business Administration, or related field. • At least 2 years of experience in clearing and forwarding operations. • Proven experience (minimum 2 years) in customer service or client-facing role, preferably in logistics or freight forwarding. • Proficient in Microsoft Office Suite • Comfortable with professional email communication • Excellent verbal and written communication skills JOB-684a88c980607 Vacancy title:
Customer Service Officer Jobs at:
Africa Global Logistics Deadline of this Job:
Monday, June 23 2025 Duty Station:
Kampala | Kampala | Uganda Summary
Date Posted: Thursday, June 12 2025, Base Salary: Not Disclosed JOB DETAILS: Mission Description 1. JOB PURPOSE & MAIN MISSIONS:
• Serve as the file owner from initiation to archiving.
• Drive execution of each file by coordinating and mobilizing the appropriate internal and external resources.
• Ensure end-to-end file lifecycle management in alignment with internal SOPs and client expectations.
2. POSITION IN THE ORGANIZATION CHART
Reports directly to the Client Operations Manager.
• Initiate the file :
 Create the file in the business software after receiving instructions from the COM
 Check all documentation required (TO, B/L, commercial invoices...) and request missing documentation to the client only through the COM
 Launch the file printing and collection
 Place documentation in the file folder
 Update of the ship call date in the business software
 Creation of cash clients in the business software (before COM validation)
• Process/Push the file through the different stages
 Must know at all-time what is the process status of each file within the scope
 Require actions from each file process protagonist following the SOPs in place:
Request Verification/Tally operation to be done & follow the process
Require declarant actions once the ship's arrival is known
Push for customs invoicing and ensure correct dispatch (after COM validation)
Organize/support customs payment procedure (customs clerk)
Request & Get the customs delivery order from the customs clerk
Issue transport delivery order and give it to the delivery clerk
Collect proof of delivery
Request services invoicing & control it & give it to dispatch after COM validation
• Update the business software
 Update the business software every time a process step is achieved: customs duties & taxes amount, declaration number, transport delivery order, back from delivery...
• Check gross margin & disbursements about quotation
 Check supplier's invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation
 Check the client invoices and corresponding attachments (announced in the quotation)
 Check the disbursements of each file (comparison with the quotation)
 Alert/Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation)
• Documentation Management
 Control at each step that all relevant/expected documentation is placed in the file folder (including emails)
 Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation)
• Reporting & Escalation
 Alert management in case of operational issues (significant or not)
 Inform management of any information relevant to our business activity or environment
 Identify issues raised during operations processing whether in scope or not Profile 6. PERFORMANCE TARGETS
• 100% target on Quality-of-service KPI (including Client's KPI)
7. PERSONAL QUALITIES REQUIRED
• Organised
• Team player
• Self Starter
• Problem Solver
• Ability to work to tight deadlines
• Ability to push people to a common goal.
8. REQUIRED SKILLS
• Minimum of a Degree in Logistics, Supply Chain, Business Administration, or related field.
• At least 2 years of experience in clearing and forwarding operations.
• Proven experience (minimum 2 years) in customer service or client-facing role, preferably in logistics or freight forwarding.
• Proficient in Microsoft Office Suite
• Comfortable with professional email communication
• Excellent verbal and written communication skills
9. TOOLS
• Business software (SPOT, Pegasus, Way)
• Standard Operating Procedures Work Hours: 8 Experience in Months: 24 Level of Education: bachelor degree Job application procedure Interested in applying for this job? Click here to submit your application now.
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