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.

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Customer Service Representative

Job Type

Full Time

Qualification

Diploma

Experience

2 years

Location

Nairobi

Job Field

Customer Care

The role supports smooth cargo operations, maintains strong client relations, and ensures compliance with relevant procedures and systems

Cargo Documentation & Reporting

• Prepare and submit daily reports on container status, cargo documentation, and shipment progress to management.
• Ensure timely provision of documentation to the manifest and documentation teams to facilitate lodging and cargo transfers.
• Maintain schedules and reports for empty containers, coordinating with stakeholders to ensure timely return to depots.

Shipment Tracking & Operations Support

• Track shipments and verify manifest numbers in ICMS and/or with shipping lines.
• Monitor vessel schedules (arrival, berthing, departure) and share updates with internal teams.
• Provide daily status updates to shipping lines on container receipts and exits at the CFS.

Client Service & Relationship Management

• Provide clients with timely updates on consignment status, including vessel arrival, discharge, and exit schedules.
• Guide existing and potential clients on cargo handling procedures to encourage use of the CFS.
• Follow up with clients to maintain and grow business relationships.
• Respond promptly and professionally to client queries, ensuring issues are resolved efficiently.

Complaint & Issue Resolution

• Record, track, and address client complaints or concerns, escalating where necessary.
• Log and address operational issues raised by internal teams.

Administration & Compliance

• Maintain a log of vehicles authorized to work at the facility.
• Ensure adherence to company procedures and compliance requirements in all customer service activities.
• Perform any other duties as assigned by management.

Profile

• Diploma in Clearing & Forwarding
• Knowledge of ICMS/KWATOS is an added advantage
• Minimum 2 years of relevant experience in shipping, clearing & forwarding, or logistics

• Prepare and submit daily reports on container status, cargo documentation, and shipment progress to management.
• Ensure timely provision of documentation to the manifest and documentation teams to facilitate lodging and cargo transfers.
• Maintain schedules and reports for empty containers, coordinating with stakeholders to ensure timely return to depots.
• Track shipments and verify manifest numbers in ICMS and/or with shipping lines.
• Monitor vessel schedules (arrival, berthing, departure) and share updates with internal teams.
• Provide daily status updates to shipping lines on container receipts and exits at the CFS.
• Provide clients with timely updates on consignment status, including vessel arrival, discharge, and exit schedules.
• Guide existing and potential clients on cargo handling procedures to encourage use of the CFS.
• Follow up with clients to maintain and grow business relationships.
• Respond promptly and professionally to client queries, ensuring issues are resolved efficiently.
• Record, track, and address client complaints or concerns, escalating where necessary.
• Log and address operational issues raised by internal teams.
• Maintain a log of vehicles authorized to work at the facility.
• Ensure adherence to company procedures and compliance requirements in all customer service activities.
• Perform any other duties as assigned by management.

• Cargo Documentation
• Reporting
• Shipment Tracking
• Client Relationship Management
• Complaint Resolution
• ICMS/KWATOS knowledge (advantageous)

• Diploma in Clearing & Forwarding
• Minimum 2 years of relevant experience in shipping, clearing & forwarding, or logistics