QSSK-Customer Service Operations Officer – Transit Operations

Role Overview

This operational position centres on the daily management of transit cargo moving through the Port of Mombasa, with the main lane serving Uganda and additional coverage for Rwanda, South Sudan, and the DRC. Each day involves tracking shipments, clearing documentation, coordinating with multiple border and transport stakeholders, and stepping in to resolve bottlenecks before they become costly delays. The role exists to keep regional transit fluid and reliable for customers who depend on the Mombasa corridor as their primary supply line into East and Central Africa.

Key Responsibilities

• Own the end-to-end customer service experience for transit shipments, from vessel arrival and customs clearance through to final inland delivery across Uganda, Rwanda, South Sudan, and the DRC.
• Plan and coordinate transport movements along regional transit corridors, ensuring trucks, goods, and paperwork align at every handoff point.
• Serve as the main point of contact for customers, delivering accurate shipment milestones and anticipating issues rather than waiting for queries to surface.
• Work directly with shipping lines, customs authorities, transporters, and border agencies to keep cargo moving and clear any holds or inspections with minimal disruption.
• Monitor each shipment against its planned timeline, flagging exceptions early and taking corrective action to protect delivery deadlines.
• Maintain full compliance with Kenya Revenue Authority (KRA) regulations, TradeNet filings, and company standard operating procedures for regional transit.
• Keep precise operational records, prepare shipment reports for customers, and support audits by ensuring documentation is complete and traceable.
• Contribute to continuous process improvement efforts, helping streamline customs workflows and transit procedures to reduce dwell time and elevate service quality.

Requirements & Qualifications

• A Diploma or Bachelor’s Degree in Logistics, Supply Chain Management, Clearing & Forwarding, or a closely related discipline.
• A minimum of 3–5 years of hands-on experience in freight forwarding or clearing and forwarding operations, specifically within the East African transit environment.
• Proven experience managing transit cargo through the Port of Mombasa into Uganda is mandatory; exposure to Rwanda, South Sudan, or DRC corridors is a strong plus.
• Solid knowledge of regional transit procedures, customs clearance workflows, and the documentation required for Uganda, Rwanda, South Sudan, and the DRC.
• Applied familiarity with Kenya Revenue Authority (KRA) systems and Kenya TradeNet is preferred, alongside a working grasp of regional customs documents.
• Proficiency in Microsoft Office tools, especially Excel and Outlook, for tracking, reporting, and day-to-day communication.
• Ability to balance multiple concurrent shipments while maintaining accuracy and a clear sense of priority under pressure.
• Strong problem-solving, communication, and stakeholder management skills, with a customer-first attitude and ownership over outcomes.