Background

AGL (Africa Global Logistics), the reference multimodal logistics operator in Africa, is part of the MSC family. With 23,000 employees in 50 countries, the company connects Africa to Africa and to the rest of the world. AGL relies on its 250 subsidiaries in Africa, Haiti, Timor and Indonesia to provide port, ocean, logistics and railway solutions.

Mission Description

The Customer Service Operator (CSO) is responsible for managing day-to-day operational relationships with clients, ensuring efficient coordination between commercial, operations, warehouse, transport, and finance teams.

Client Relationship & Communication

• Manage day-to-day operational relationships with assigned clients.
• Receive, attend to, and follow up on client requests in a timely and professional manner.
• Provide regular shipment status updates to clients and Client Operations Managers.
• Alert the Commercial Operations Manager and clients promptly in case of operational challenges or service disruptions.
• Share supporting documentation and formal communication in the event of disputes.

Commercial & Quotation Support

• Follow up with the Commercial Team to ensure quotations are signed and confirmed prior to execution.
• Support smooth handover from commercial to operations once business is confirmed.

File & Documentation Management

• Coordinate account creation for new clients.
• Open shipment files in the SPOT system.
• File and maintain all origin and shipping documents accurately in respective shipment files.
• Update shipment movements in SPOT and/or tracking agent systems.
• Maintain and update various operational status reports and share with relevant stakeholders.

Operational Coordination

• Prepare and issue Loading Instructions to the Warehouse team.
• Issue container pickup instructions to the Transport Team and follow up on execution.
• Share clearing documents (e.g. Shipping Orders, Customs Entries) with Operations teams to facilitate container gating at the port.
• Nominate containers once gated in port and hand over to the respective vessels.
• Monitor shipment progress using the Power BI monitoring tool

Port, Customs & Regulatory Processes

• Submit pre-advice using the KPA KWATOS system.
• Follow up on customs release once containers are gated at the port.
• Liaise with relevant parties to resolve port or customs-related delays.

Billing & Financial Coordination

• Verify draft invoices before final billing.
• Bill shipment files in line with approved rates and supporting documents.
• Follow up on recovery of shipping line invoices.
• Update sea freight reports accurately and on time.
• Follow up on validated service invoices and dispatch them to the Sarissa team.
• Recover KPA additional charges where applicable.

Profile

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum of 1–3 years' experience in customer service, logistics, clearing & forwarding, or shipping operations.
• Experience working with port systems (e.g. KPA KWATOS) is an added advantage

• Manage day-to-day operational relationships with assigned clients.
• Receive, attend to, and follow up on client requests in a timely and professional manner.
• Provide regular shipment status updates to clients and Client Operations Managers.
• Alert the Commercial Operations Manager and clients promptly in case of operational challenges or service disruptions.
• Share supporting documentation and formal communication in the event of disputes.
• Follow up with the Commercial Team to ensure quotations are signed and confirmed prior to execution.
• Support smooth handover from commercial to operations once business is confirmed.
• Coordinate account creation for new clients.
• Open shipment files in the SPOT system.
• File and maintain all origin and shipping documents accurately in respective shipment files.
• Update shipment movements in SPOT and/or tracking agent systems.
• Maintain and update various operational status reports and share with relevant stakeholders.
• Prepare and issue Loading Instructions to the Warehouse team.
• Issue container pickup instructions to the Transport Team and follow up on execution.
• Share clearing documents (e.g. Shipping Orders, Customs Entries) with Operations teams to facilitate container gating at the port.
• Nominate containers once gated in port and hand over to the respective vessels.
• Monitor shipment progress using the Power BI monitoring tool
• Submit pre-advice using the KPA KWATOS system.
• Follow up on customs release once containers are gated at the port.
• Liaise with relevant parties to resolve port or customs-related delays.
• Verify draft invoices before final billing.
• Bill shipment files in line with approved rates and supporting documents.
• Follow up on recovery of shipping line invoices.
• Update sea freight reports accurately and on time.
• Follow up on validated service invoices and dispatch them to the Sarissa team.
• Recover KPA additional charges where applicable.

• Customer service
• Logistics operations
• Clearing and forwarding
• Shipping operations
• Port systems (KPA KWATOS)
• SPOT system
• Power BI monitoring tool
• Communication
• Coordination
• Documentation management
• Billing

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum of 1–3 years' experience in customer service, logistics, clearing & forwarding, or shipping operations.
• Experience working with port systems (e.g. KPA KWATOS) is an added advantage