About the Organisation

ESL Uganda is a dynamic player in the logistics and shipping industry, providing efficient clearing and forwarding services to clients across Uganda and beyond. Committed to operational excellence and client satisfaction, ESL fosters a professional work environment that values collaboration, integrity, and continuous improvement. The company supports its employees with opportunities for growth and development in the fast-paced logistics sector.

Job Summary

The Customer Service Executive at ESL Uganda will serve as the primary point of contact for clients, ensuring seamless communication between clients and the operations team. This role involves managing shipment updates, resolving clearance and delivery issues, and driving client satisfaction to support ESL’s business goals and long-term growth. The ideal candidate will have experience in shipping and supply chain sales, with a proven track record in logistics or clearing and forwarding.

Roles, Duties, and Responsibilities

Client and Shipment Management

Verify the accuracy and completeness of documents for shipment and clearance
Maintain and update shipping files, coordinating with teams in Malaba, Kampala, and Mombasa
Provide clients with Daily Status Reports (DSR) on shipment progress
Collect pre-alert clearance documents from clients and store them in SharePoint
Monitor operation couriers and create shipment timelines, including storage fees
Ensure all files are complete before submission to Finance for billing
Track shipment releases in the URA system and ensure proper storage of hard copies
Maintain up-to-date import and export registers

Client Engagement

Respond promptly to Requests for Quotations (RFQs) and proactively resolve client issues
Handle client complaints efficiently, escalating when necessary
Provide regular updates on regulatory or legal changes affecting shipping
Conduct quarterly client visits to gather feedback
Perform customer satisfaction surveys and report findings

Reporting and Compliance

Submit weekly and monthly customer service updates to the Head of Operations
Ensure strict adherence to Standard Operating Procedures (SOPs)
Collaborate on trade events, fairs, promotions, and client workshops to strengthen the ESL brand
Stay updated on industry trends and technological advancements relevant to target markets

Qualifications, Education, and Competencies

Diploma or degree in Clearing and Forwarding, Business Administration, Transport and Logistics, or a related field
EACFFPC accreditation is an advantage
At least 2 years of experience in the logistics sector
Proficiency in MS Word and Excel
Strong knowledge of customs processes and product movement
Excellent problem-solving, written communication, and conflict resolution skills
Superior customer service and interpersonal abilities
Strong organizational and time-management skills
High integrity, self-motivation, and ability to work collaboratively