Freight Forwarding Customer Service Officers

About the role

AGL, a multimodal logistics operator part of the MSC Group, is hiring Customer Service Officers in Kampala, Uganda. The officer manages assigned customer files from opening through to closure, acting as the main link between the customer and internal and external stakeholders so that service commitments are met according to agreed procedures, timelines and quality standards.

Key responsibilities

• Manage customer files from opening, processing, delivery to closure
• Act as the main point of contact, giving customers timely updates and proactive communication
• Coordinate with internal teams, service providers, subcontractors and government agencies
• Review customer instructions and ensure operational and commercial documentation is received and complete
• Follow up on each stage of the operation and keep file status visible, reporting delays or issues
• Update business systems at each milestone and collect supporting documents such as proof of delivery
• Support invoicing by checking supplier invoices and customer expenses against approved quotations
• Monitor service delivery against agreed KPIs and escalate issues to the manager
• Maintain accurate customer records and archive documentation properly

Required profile

• At least 2 years of relevant experience, preferably in clearing and forwarding or a related logistics environment
• Experience in clearing and forwarding, transport and fleet operations, imports and exports, airfreight, oil and gas logistics, warehousing or similar
• Good understanding of logistics and customer service operations
• Ability to coordinate multiple stakeholders and work under tight deadlines

Required skills

• Good knowledge of Microsoft Office
• Excellent verbal and written communication skills
• Familiarity with systems such as SPOT, Pegasus or Way is an added advantage