Location: Nairobi, Kenya

Are you passionate about delivering exceptional customer experiences while ensuring seamless logistics operations? Do you thrive in a fast-paced environment where communication, coordination, and problem-solving are key? If so, we are looking for you!

We are seeking a highly organized and customer-focused Customer Service Executive to join our dynamic logistics team. The successful candidate will serve as the key link between our customers and operations teams, ensuring efficient coordination of shipments, timely communication, and outstanding service delivery.

Key Responsibilities

• Serve as the primary point of contact for customers, responding promptly to inquiries and resolving concerns professionally.
• Coordinate customer orders, shipment bookings, and service requests with internal operations teams.
• Monitor shipments from collection through to final delivery, providing customers with timely updates.
• Liaise with transport, warehousing, and operations teams to ensure smooth execution of customer requirements.
• Investigate and resolve service issues, delays, and customer complaints within agreed service levels.
• Prepare and maintain accurate shipment documentation, delivery records, and customer files.
• Generate customer service and shipment performance reports.
• Ensure compliance with customer Service Level Agreements (SLAs) and company policies.
• Build and maintain strong relationships with customers while identifying opportunities to enhance service delivery.

Requirements

• Bachelor’s Degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• Minimum 3 years’ experience in customer service within a logistics, freight forwarding, transportation, warehousing, or supply chain environment.
• Strong understanding of logistics processes, shipment coordination, and customer account management.
• Experience working with ERP, Warehouse Management Systems (WMS), or Transport Management Systems (TMS) will be an added advantage.
• Excellent communication, interpersonal, and relationship management skills.
• Strong problem-solving and conflict-resolution abilities.
• Highly organized with exceptional attention to detail and the ability to manage multiple priorities.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.

What We’re Looking For

The ideal candidate is proactive, customer-centric, and able to work effectively under pressure. They should possess excellent coordination skills, demonstrate professionalism in every customer interaction, and have a passion for delivering exceptional service while supporting efficient logistics operations.

If you have the experience, energy, and commitment to deliver world-class customer service in a fast-paced logistics environment, we’d love to hear from you.