JOB DETAILS:
About the job
Our client, the world’s 3rd largest container shipping company and the leading shipping company in France, operates a fleet of 410 vessels, serving over 400 ports worldwide. With a presence on every continent and in 150 countries through its extensive network of 650 agencies, CMA CGM employs 18,000 people globally, including 4,700 in France.
The Group offers a comprehensive range of services, including sea, river, and rail transport, port handling facilities, and land logistics solutions.

Position Summary:
We are seeking a highly organized and customer-focused individual to join our Uganda agency as a Front Office Customer Service Representative / Documentation Officer. Reporting administratively to the Customer Service Coordinator and functionally to the North Corridor Documentation Supervisor based in Nairobi, this role is crucial in ensuring exceptional service delivery and customer satisfaction at our front office.

Key Responsibilities:
1. Customer Identification, Documentation Collection, and Authentication Pre-Release
• Receive and authenticate customer shipping documents at the front desk/counter, ensuring they form the basis for Delivery Order (DO) or shipment releases for both Carrier Haulage and Merchant cargo.
• Maintain accurate records and ensure proper filing of customer care documents for easy reference and retrieval.
• Protect company information and assets by maintaining strict confidentiality for all documents in the company’s custody.

2. Perform Pre-Release and Post-Release Checks
• Verify the addition of any extra charges (e.g., Carrier Haulage charges) before release.
• Fully manage the NIF (Not Invoiced Freight) process, ensuring all freight invoiceable at the agency is invoiced before consignment release.
• Check credit terms, confirm full payment for cash customers, and ensure invoicing accuracy.
• Perform demurrage and detention checks, pre-invoicing controls, and process all required invoices before shipment release.
• Coordinate with GBS and agency finance for credit checks on every release request and ensure full implementation of MyCSO at the Uganda agency.
• Provide exceptional service to customers through all communication channels (online, email, telephone, and in-person).
• Ensure timely sending of Arrival Notices and daily tracking updates to import TBL customers.
• Monitor and ensure accurate invoicing, proactively reducing credit notes, and follow up on idle full imports for final chasing.

• Ensure full compliance with local SOPs, CMA CGM Group import service delivery processes, and Local Authority requirements.

3. Customer Service
• Escalate challenging cases to the Uganda Documentation Supervisor for resolution in a timely manner.
• Educate customers and promote e-commerce transactions.
• Maintain professional etiquette when responding to emails, telephone calls, and interacting with walk-in customers.

4. Contact Person for Imports Centralized Functions
• Follow up and resolve any queries that require final customer chasing for centralized functions, including idle full management and DDSM TBI monitoring.

5. Front Desk Management
• Handle walk-in customer queries at the front desk, ensuring they receive high-quality customer service and prompt resolution of their issues.
• Warmly welcome all walk-in customers, directing them to the appropriate team members for swift query resolution.
• Maintain a professional and orderly front desk environment and ensure the timely issuance of documents to minimize customer wait times.

Skills and Qualifications:
• Diploma in Shipping or related professional qualification.
• Knowledge of shipping logistics, import/export documentation, and customer service.
• Experience in shipping, forwarding, and/or logistics in a similar capacity.
• Proficiency in MS Office Applications.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Effective time management, organization, and process-oriented approach.
• Ability to multitask and maintain service quality under pressure in a fast-paced environment.
• Strong analytical and problem-solving skills.
• A team player who is solutions-oriented and willing to share knowledge.