Job Summary
The Client Account Manager & Operations Coordinator is responsible for managing client accounts and coordinating end-to-end logistics operations involving air, sea, road, and rail freight services. The role ensures efficient shipment execution, maintains strong customer relationships, coordinates with suppliers and internal teams, and delivers excellent customer service while ensuring compliance with company procedures and client requirements.
Duties and Responsibilities
Client Account Management
Serve as the primary point of contact for assigned clients and maintain strong professional relationships.
Provide clients with accurate information regarding shipment schedules, procedures, and operational requirements before commencement of services.
Ensure customer expectations are aligned with operational realities and service commitments.
Maintain regular communication with customers through emails, phone calls, and meetings regarding shipment status and updates.
Address client concerns and complaints promptly and professionally.
Ensure high levels of customer satisfaction and retention.
Operations Coordination
Manage and coordinate logistics operations for multiple clients involving air, sea, road, and rail freight shipments.
Coordinate and monitor activities of logistics personnel, agents, transport providers, assessors, and other stakeholders to ensure timely execution of shipments.
Supervise orders and arrange necessary logistics resources, equipment, and materials to meet client requirements.
Liaise with customs clearing teams, transport providers, and operational partners to facilitate smooth service delivery.
Ensure compliance with approved quotations, client instructions, and company policies throughout the operation process.
Supplier and Vendor Management
Coordinate with suppliers and service providers to ensure efficient operational support.
Obtain management approval for supplier engagement when required.
Negotiate rates and service arrangements with suppliers, transporters, and other stakeholders to achieve cost-effective and profitable solutions.
Maintain positive working relationships with suppliers and service partners.
Documentation and Customs Coordination
Verify the accuracy and completeness of shipping and customs documentation.
Ensure all required customs clearance documents are collected and provided to the Djibouti office within required timelines.
Coordinate closely with the Djibouti office regarding shipment progress and customs clearance status.
Ensure compliance with customs regulations and documentation requirements.
Reporting and Communication
Keep management informed of operational challenges and recommend corrective actions or solutions.
Maintain shipment tracking records and operational logs using company systems and Excel trackers.
Prepare daily, weekly, and monthly status reports as required.
Provide accurate operational and customer account reports to management.
Financial and Administrative Support
Assist in the invoicing process by compiling and verifying complete shipment files, including:
Customer original documents
Export/Import Customs Documents (ECD)
Expense records
Approved quotations
Djibouti office invoices
Delivery notes
Ensure proper filing and record maintenance for all operational transactions.
Compliance and Continuous Improvement
Follow all company policies, procedures, and regulations.
Utilize company IT systems, logistics software, Microsoft Office tools, and communication platforms effectively.
Promote teamwork and collaboration to ensure efficient service delivery.
Identify opportunities to improve operational efficiency and customer service standards.
Perform any other related duties assigned by management.
Qualifications
Bachelor''s Degree in Logistics and Supply Chain Management, Business Administration, Transportation Management, or a related field.
Experience
Minimum 3-4 years of experience in logistics operations, freight forwarding, shipping, transportation, or supply chain management.
Experience in client account management and customer service is highly desirable.
Key Competencies
Logistics and supply chain operations knowledge.
Customer relationship management.
Strong communication and negotiation skills.
Problem-solving and decision-making abilities.
Attention to detail and documentation accuracy.
Time management and multitasking skills.
Microsoft Office Suite and logistics software proficiency.
Teamwork and interpersonal skills.
Reporting Line
Reports To: Operations Manager /General Manager
Key Performance Indicators (KPIs)
Customer satisfaction and retention rate.
On-time shipment execution.
Accuracy of shipment documentation.
Resolution of operational issues.
Timeliness of reporting and invoicing.
Compliance with operational procedures and service standards
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