Background

We are seeking a dynamic and experienced Customer Service Executive / Ship Operator to join our Ships Agency Department in Mombasa. The successful candidate will manage vessel calls, coordinate with shipowners, charterers, importers, and port stakeholders, and ensure efficient, compliant, and customer-focused operations.

KEY RESPONSIBILITIES

• Coordinate the full vessel call process — nomination, berthing, operations, and departure.
• Serve as the main liaison between ESL, shipowners, importers, and port authorities.
• Ensure timely and accurate documentation via iCMS/KENTRADE and other statutory systems.
• Manage crew and husbandry services including visas, transfers, and crew changes.
• Provide real-time operational updates and maintain accurate Statements of Facts (SOF).
• Support commercial teams in client retention and service enhancement.
• Monitor vessel financials (PDAs, FDAs) and ensure proper file/document management.
• Prepare and share regular vessel performance reports and KPIs.

QUALIFICATIONS:

• Professional qualification in ICS or equivalent in Shipping, Supply Chain, or Logistics.
• Minimum 3 years of progressive ship operations experience.
• Proficient in MS Office and maritime documentation systems.
• A Degree in Management or Administration will be an added advantage.

COMPETENCIES AND SKILLS:

• Strong communication,
• Problem-solving,
• Stakeholder management skills.
• High integrity,
• Detail oriented
• Ability to work under pressure.
• Ability to multitask.

KEY PERFORMANCE INDICATORS:

• 100% customer management (zero customer complaints).
• Zero errors during manifest lodging.
• Timely handing over of BLs and cargo documents.
• Timely updates to all parties.

• Coordinate the full vessel call process — nomination, berthing, operations, and departure.
• Serve as the main liaison between ESL, shipowners, importers, and port authorities.
• Ensure timely and accurate documentation via iCMS/KENTRADE and other statutory systems.
• Manage crew and husbandry services including visas, transfers, and crew changes.
• Provide real-time operational updates and maintain accurate Statements of Facts (SOF).
• Support commercial teams in client retention and service enhancement.
• Monitor vessel financials (PDAs, FDAs) and ensure proper file/document management.
• Prepare and share regular vessel performance reports and KPIs.

• Strong communication
• Problem-solving
• Stakeholder management skills
• High integrity
• Detail oriented
• Ability to work under pressure
• Ability to multitask
• Proficient in MS Office and maritime documentation systems

• Professional qualification in ICS or equivalent in Shipping, Supply Chain, or Logistics
• Minimum 3 years of progressive ship operations experience
• Proficient in MS Office and maritime documentation systems
• A Degree in Management or Administration will be an added advantage