Customer Care Executive

Brief about MACCFA

MACCFA is a highly recognized, full-fledged freight forwarding company located in Ethiopia with a global network via its joint venture partner CEVA Logistics. We have extensive experience for over twenty-six years in customs clearing, freight forwarding, and ground transportation via overland trucking and railway. We are looking for competent and energetic professional who can be part of our dynamic and professional team for our Ocean Freight Unit.

 Job Purpose

Primary purpose of the role

The Ocean Freight Customer Care Executive is responsible for supervising the execution of customers’ order taking and documentation compliance in view applicable customs procedures required during importation and exportation process, follow up status of each operation and share status update to customers on a regular basis and upon request as part of ensuring the journey of customer experience has met or well  exceed her/his expectation, ensure the handling of customer inquiries and complaints that might be faced in the course of operation flow once the business is secured and subsequently, ensure the completeness and accuracy of document as per applicable procedure to client’s foreign purchase in particular and other relevant company procedure in general

Key Accountabilities

• Main areas of focus and accountability of the role – detail in order of importance the main areas of accountability of the role:
• Act as a customer focal person and provide a customer centric service to client
• Strategizing and monitoring the daily activities of customer service operations
• Fulfil customers application in trade portal
• Make sure shipment document collection from clients designated bank in due time.
• Operation opening/launching
• Investigating and solving customer service complaints
• Evaluating each file performance and providing feedback to client and OM and OFM
• Communicate with the client and collect the needful inputs for sea freight booking arrangement
• Client end to end communication and regularly updating to client
• Closely working with the operation supervisor for data exchange
• Shipping documentation fulfilment with the client
• On time client invoice issuance, checking the issued invoice and transfer to operation manager for approval
• Checking invoices that should be provided to customer.
• Monitoring and authenticating any invoice issue with customer
• Achieve Ocean unit target
• Execute the company’s business rule, tool and real time update into the CW
• Assisting with the development and implementation of service policies, and explaining these to staff in supervision and customers.
• Maintaining proper documentation pertaining to customer service department activities.
• Ensure proper update is made in to the CW
• Proper daily, weekly, and monthly report to the operation manager.
• Perform other duties as directed by immidiate supervisor.

Reporting Structure

• 1st level Manager/Supervisor’s job title: Operation Supervisor

Business Unit: Ocean Freight

Education & Qualifications

• B.A Degree in Supply Chain and Logistics or any other related fields with a minimum of 2 years direct experience in Freight Forwarding industry on Ocean Product Customer Care role

Experience

• Minimum of 2 years direct experience in Freight Forwarding industry on Ocean Product Customer Care role.

Specialist Knowledge & Skills

• Strong interpersonal and communication skills
• Excellent written and verbal communication skills
• Have experience in logistics
• Experience in customer relationship
• Dedication to provide great customer service
• Proven ability to drive end to end operation process

Interpersonal & Communication Skills

• Communication skill
• Time management skill
• Professional and confident manner
• Service and customer orientation
• Assertiveness and independent approach