CUSTOMER SERVICE OFFICER

Reports to : IMPORTS MANAGER Based at : Kampala C/o. HEAD OFFICE

• PLOT M611, NTINDA ROAD, KAMPALA

1. JOB PURPOSE & MAIN MISSIONS: File owner from the file opening until the archiving Process/Push the file all along the file execution steps by mobilizing the appropriate
2. DIRECT COLLABORATORS INTERNAL DIRECT COLLABORATORS Customs declarants Invoicing clerks Delivery/Port clerks Customs clerks Shipping Lines clerks Documentation & FCVR clerks Drivers Implants Archives Transport department Disbursement control Finance department EXTERNAL DIRECT COLLABORATORS Shipping Lines Port Authorities Government Agencies Subcontractors
3. MAIN TASKS AND RESPONSIBILITIES DETAILS Initiate the file : Create the file in the business software after receiving instructions from the COM Check all documentation required (TO, B/L, commercial invoices...) and request missing documentation to the client only through the COM Launch the file printing and collection Place documentation in the file folder Update of the ship call date in the business software Creation of cash clients in the business software (before COM validation) Process/Push the file through the different stages Must know at all times what is the process status of each file within the scope Require actions from each file process protagonist following the SOPs in place: Request Verification/Tally operation to be done & follow the process Require declarant actions once the ship's arrival is known Push for customs invoicing and ensure correct dispatch (after COM validation) Organize/support customs payment procedure (customs clerk) Request & Get the customs delivery order from the customs clerk Issue a transport delivery order and give it to the delivery clerk Collect proof of delivery Request services invoicing & control it & give it to dispatch after COM validation Update the business software Update the business software every time a process step is achieved: customs duties taxes amount, declaration number, transport delivery order, back from delivery... Check gross margin & disbursements for the quotation Check supplier’s invoices in terms of amount and purpose (consistency regarding reference quotation) and perform file allocation before COM validation Check the client invoices and corresponding attachments (announced in the quotation) Check the disbursements of each file (comparison with the quotation) Alert/Inform N+1 when significant discrepancy (debit or credit) between disbursements and initial estimation (quotation) Check documentation Control at each step that all relevant/expected documentation is placed in the file folder (including emails) Check the attachments joined to the invoices to be sent to the client (must correspond to what is expected by the client and defined in the quotation) Alert/Inform Management Alert management in case of operational issues (significant or not) Inform management of any information relevant to our business activity or environment Identify issues raised during op