IFF Operator - Operations M/F

Job Title: Customer Service & Operations Coordinator (Clearing & Forwarding)

Mission

To provide quality customer service and facilitate clearance of clients’ cargo.

Key Responsibilities

• Handle the day‑to‑day operational relationship with the client.
• Receive orders from clients (tariffs already validated through a quotation). In case of new business (new or existing client), a new quotation will be issued by the Sales department.
• Request missing documentation and more detailed instructions from the client, if necessary.
• Inform the client of the file processing progress in real time (standard or specific report, according to quotation).
• Manage the file processing end‑to‑end.
• Update the client and the IFFOS on the file processing progress and update the monitoring software on the status of each file.
• Receive and open operation files on a daily basis.
• Share shipment status with clients on a daily basis.
• Mitigate disputes on behalf of clients (e.g., drafting KPA waiver letters on additional charges).
• Share loading and pre‑alerts on a daily basis.
• Share TEU projection with the transport team every month.
• Update SPOT and Way in real time.
• Ensure demurrage notification/recovery is done upon receipt of shipping line detention invoice.
• Escalate all files with disputes/issues to the immediate supervisor for action.
• Once shipment is cleared, draft invoice and forward the file for billing.
• Alert the client in case of operational issues (potential or real) and escalate to the IFFOS issues that you are unable to handle.

Qualifications & Experience

• Diploma in Clearing and Forwarding.
• East Africa Freight Forwarding Practicing Certificate (EAFFPC) will be an added advantage.
• Knowledge of Single Customs Territory.
• 3 years of experience in Clearing & Forwarding or a related field.