General informations

AGL (Africa Global Logistics) is the leading multimodal logistics operator (port, logistics, maritime and rail) in Africa. The company is now part of the MSC Group, a leading maritime and logistics company.

Thanks to its expertise developed over more than a century and to more than 23,000 employees in 50 countries, AGL provides its African and global customers with global, tailor-made and innovative logistics solutions, with the ambition of contributing to the transformation of Africa in a sustainable way.
AGL is also present in Haiti and Timor.

Are you looking for a rewarding experience in an international environment? Do you want to make an impact in a company that puts Africa at the heart of its project?

Join AGL, the leading multimodal logistics operator on the African continent!

Mission Description

The Customer Service Operator (CSO) is responsible for managing day-to-day operational relationships with clients, ensuring efficient coordination between commercial, operations, warehouse, transport, and finance teams.

1. Client Relationship & Communication
• Manage day-to-day operational relationships with assigned clients.
• Receive, attend to, and follow up on client requests in a timely and professional manner.
• Provide regular shipment status updates to clients and Client Operations Managers.
• Alert the Commercial Operations Manager and clients promptly in case of operational challenges or service disruptions.
• Share supporting documentation and formal communication in the event of disputes.

2. Commercial & Quotation Support
• Follow up with the Commercial Team to ensure quotations are signed and confirmed prior to execution.
• Support smooth handover from commercial to operations once business is confirmed.

3. File & Documentation Management
• Coordinate account creation for new clients.
• Open shipment files in the SPOT system.
• File and maintain all origin and shipping documents accurately in respective shipment files.
• Update shipment movements in SPOT and/or tracking agent systems.
• Maintain and update various operational status reports and share with relevant stakeholders.

4. Operational Coordination
• Prepare and issue Loading Instructions to the Warehouse team.
• Issue container pickup instructions to the Transport Team and follow up on execution.
• Share clearing documents (e.g. Shipping Orders, Customs Entries) with Operations teams to facilitate container gating at the port.
• Nominate containers once gated in port and hand over to the respective vessels.
• Monitor shipment progress using the Power BI monitoring tool

5. Port, Customs & Regulatory Processes
• Submit pre-advice using the KPA KWATOS system.
• Follow up on customs release once containers are gated at the port.
• Liaise with relevant parties to resolve port or customs-related delays.

6. Billing & Financial Coordination
• Verify draft invoices before final billing.
• Bill shipment files in line with approved rates and supporting documents.
• Follow up on recovery of shipping line invoices.
• Update sea freight reports accurately and on time.
• Follow up on validated service invoices and dispatch them to the Sarissa team.
• Recover KPA additional charges where applicable.

Profile

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Minimum of 1–3 years' experience in customer service, logistics, clearing & forwarding, or shipping operations.
• Experience working with port systems (e.g. KPA KWATOS) is an added advantage