Client Service Operator

AGL (Africa Global Logistics), the reference multimodal logistics operator in Africa, is part of the MSC family. We are seeking a Customer Service Operator (CSO) to be responsible for managing day-to-day operational relationships with clients, ensuring efficient coordination between commercial, operations, warehouse, transport, and finance teams.\n\n### Key Responsibilities\n\n#### Client Relationship & Communication\n* Manage day-to-day operational relationships with assigned clients.\n* Receive, attend to, and follow up on client requests in a timely and professional manner.\n* Provide regular shipment status updates to clients and Client Operations Managers.\n* Alert the Commercial Operations Manager and clients promptly in case of operational challenges or service disruptions.\n* Share supporting documentation and formal communication in the event of disputes.\n\n#### Commercial & Quotation Support\n* Follow up with the Commercial Team to ensure quotations are signed and confirmed prior to execution.\n* Support smooth handover from commercial to operations once business is confirmed.\n\n#### File & Documentation Management\n* Coordinate account creation for new clients.\n* Open shipment files in the SPOT system.\n* File and maintain all origin and shipping documents accurately in respective shipment files.\n* Update shipment movements in SPOT and/or tracking agent systems.\n* Maintain and update various operational status reports and share with relevant stakeholders.\n\n#### Operational Coordination\n* Prepare and issue Loading Instructions to the Warehouse team.\n* Issue container pickup instructions to the Transport Team and follow up on execution.\n* Share clearing documents (e.g. Shipping Orders, Customs Entries) with Operations teams to facilitate container gating at the port.\n* Nominate containers once gated in port and hand over to the respective vessels.\n* Monitor shipment progress using the Power BI monitoring tool.\n\n#### Port, Customs & Regulatory Processes\n* Submit pre-advice using the KPA KWATOS system.\n* Follow up on customs release once containers are gated at the port.\n* Liaise with relevant parties to resolve port or customs-related delays.\n\n#### Billing & Financial Coordination\n* Verify draft invoices before final billing.\n* Bill shipment files in line with approved rates and supporting documents.\n* Follow up on recovery of shipping line invoices.\n* Update sea freight reports accurately and on time.\n* Follow up on validated service invoices and dispatch them to the Sarissa team.\n* Recover KPA additional charges where applicable.\n\n### Requirements and Profile\n* Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.\n* Minimum of 1–3 years' experience in customer service, logistics, clearing & forwarding, or shipping operations.\n* Experience working with port systems (e.g. KPA KWATOS) is an added advantage.