POSITION TITLE:
C&F Solutions Manager
FUNCTION/DEPARTMENT
: IFF - Nairobi
REPORTS TO
: Head Of IFF, Nairobi
DIRECT REPORTS
: Implants
JOB PURPOSE
The C&F Solutions Manager is responsible for managing Customer-Focused C&F Solutions, Quality of Service, ensuring seamless coordination between customers and internal operational teams, and delivering superior customer service across freight forwarding and logistics activities. The role focuses on solution design, service delivery, issue resolution, and customer satisfaction, while supporting business growth and retention.
Working relationships:
INTERNAL
• MD
• COO
• Finance team
• Legal Team
• QHSE
EXTERNAL
• Clients
• KRA
• KPA
• PGAs
• Carriers
• Transporters
Key Responsibilities
1. CF Solutions & Account Support
• Act as the primary point of contact for key customers, providing end‑to‑end logistics solutions across imports, exports, and multimodal services.
• Design and propose tailored CF solutions aligned with customer requirements, operational capabilities, and commercial objectives.
• Coordinate with Operations team ( Sea/ Air & Road) Transport, Warehousing Team, Finance teams and other internal support Teams to ensure smooth execution of agreed solutions.
• Support RFQs, tenders, and pricing exercises by providing operational inputs and solution frameworks.
2. Customer Care & Service Management
• Monitor shipment milestones to ensure proactive communication with customers on shipment status, delays, and exceptions.
• Handle customer escalations, claims, demurrage/detention issues, and billing disputes in a timely and professional manner.
• Ensure adherence to agreed Service Level Agreements (SLAs) and continuously improve service performance.
• Drive customer satisfaction initiatives and service quality reviews.
3. Quality of Service & Data Quality Management
• Own and drive quality of service standards across all customer-facing and operational activities.
• Ensure accuracy, completeness, and timeliness of data captured in internal systems .
• Monitor data quality related to shipments, documentation, billing, milestones, and KPIs, and ensure corrective actions are implemented.
• Work closely with operations and IT/system teams to address data gaps, system issues, and process deviations.
• Promote best practices for data discipline and compliance with internal SOPs and reporting requirements.
• Support audits, KPI reporting, and management reviews by ensuring reliable and high-quality operational data.
4. Reporting & Process Improvement
• Prepare and analyze customer service KPIs, shipment performance reports, and service improvement action plans.
• Identify recurring issues and lead root cause analysis and corrective measures.
• Participate in implementing process improvements, digital tools, and system enhancements to improve customer experience.
5. Commercial & Relationship Management
• Support customer retention and growth through regular engagement, service reviews, and business development support.
• Identify upselling and cross‑selling opportunities in collaboration with the sales team.
• Assist senior management with customer presentations, business reviews, and strategic planning.
Requirements
Qualifications
• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Experience in handling key accounts and solution-based logistics services is highly desirable.
Experience
• 5 years in Logistics/ FMCG/ Supply Chain Management/Sales or Commercial Management
Skills & Competencies
• Strong customer service and relationship management skills
• Excellent communication and stakeholder management abilities
• Problem-solving and decision-making capability
• Commercial awareness and solution-oriented thinking
• Ability to work under pressure and manage multiple priorities
• Proficiency in MS Office; experience with logistics ERP systems is an advantage
Personal Attributes
• Customer-centric mindset
• Proactive and detail-oriented
• Strong leadership, Interpersonal skill and coordination skills
• Professional, ethical, and dependable
