Customer Service Administrator

CEVA Logistics, one of the world’s largest third-party logistics (3PL) providers with operations in 170 countries and over 110,000 employees, is looking for a Customer Service Administrator to be based in Kasese as an in-plant resource at Hima Cement. This role is central to coordinating logistics and customer service operations — from cargo clearance through to final delivery — while maintaining the high compliance standards CEVA and its clients demand.

Key Responsibilities

• Receive and review original shipping documents, verify applicable quotations, and open files accurately in CargoWise and TMS within six hours of document receipt.
• Identify all information and documentation needed to avoid clearance delays and communicate any discrepancies to the client within two working days.
• Ensure files are forwarded to the Declarations team promptly and that proof of delivery is on record before file closure, which must occur within 48 hours of delivery.
• Track cargo clearance and transport progress daily, updating both the cargo tracking system and the physical file.
• Keep clients formally informed of customs and transport progress through status reports issued at least three times weekly (Monday, Wednesday, and Friday).
• Notify clients in advance of any payment requirements needed before shipment release, and communicate any extra charges from partner offices within four hours of receiving that information.
• Prepare and dispatch invoices to clients within 48 hours, complete with supporting shipping and clearance documents, and maintain accurate billing records.
• Visit at least five clients monthly and submit visit reports to the Customer Service Supervisor within 48 hours.
• Conduct monthly customer satisfaction surveys and maintain a minimum satisfaction score of 4.0.
• Support debt collection by following up on outstanding receivables and ensuring no invoices remain uncleared beyond approved credit terms.
• Prepare monthly projections of expected client payments for the Credit Control Team.
• Resolve client queries and complaints within six hours and prepare daily status reports for the line manager.

Requirements

• Bachelor’s degree in Transport and Logistics Management or a related field.
• At least two years of hands-on experience in logistics operations and customer service.
• Strong organisational and multitasking skills with excellent attention to detail.
• Clear written and verbal communication and strong interpersonal skills.
• Proficiency in logistics management software and tools.
• Ability to work well under pressure and meet tight deadlines.
• Problem-solving and analytical capability in an operational setting.
• Knowledge of international shipping regulations is an advantage.

How to Apply

Submit your application through the employer’s official application page: https://jobs.cmacgm-group.com/CEVALogistics/job/Kampala-Customer-Service-Administrator-Uganda/1402686933.