Documentation Management: Coordinate end-to-end air and sea freight documentation, including bookings, shipment registration, MAWB/HAWB, bills of lading, manifests, export entries, permits, and document handover.
Team Leadership: Monitor team productivity, completion rates, individual performance, and operational efficiency against set targets.
Quality Assurance: Conduct daily documentation audits to ensure first-time accuracy, timely flight finalization, and compliance with operational requirements.
Customs and Regulatory Compliance: Ensure accurate customs declarations, HCDs, C17s,phytosanitary certificates, certificates of origin, and other regulatory documents.
Shipment Coordination: Align documentation with CW1 bookings, inspections, QC, cargo build-up, airline cut-offs, customs clearance, and timely shipment release.
Stakeholder Management: Coordinate with Operations, Customer Service, airlines, GHAs, clearing agents, customers, overseas offices, KRA, KEPHIS, and other regulators.
Customer Service: Manage client documentation, HAWB generation, revisions, queries, complaints, client visits, and follow-up plans to improve satisfaction and retention.
Records and Reporting: Maintain accurate electronic and physical records for audits, claims, and client inquiries while monitoring turnaround times and operational performance.
Process Improvement: Develop and enforce documentation SOPs and quick reference guides across air freight, sea freight, and SQL reporting support to ensure consistency, efficiency, and regulatory compliance.
Requirements
Experience communicating in diverse cultural or work environments preferred.
Fluent in both written and spoken English and Kiswahili
Must be comfortable explaining complex technical & procedural requirements in straightforward language.
Degree in Export Documentation or any other related field.
Possession of a Diploma in IATA Forwarding and Customer relation course is an added advantage.
Hands on experience of at least two (2) years and above.
Possession of a driving license is an added advantage.
Good knowledge of Microsoft Office Software (Excel, Word, PowerPoint and others)
KRA system
Knowledge in freight forwarding and logistics.
Familiarity with customs, KEPHIS, and cold chain regulations affecting perishables exports by sea.
Ability to anticipate customer needs, offer value-added logistics solutions, and maintain high service levels.
Hands-on experience with logistics systems (e.g., Cargo wise) as well as constant audits, and operational standardization.
Risk & Operational Control - identifying exposure, compliance gaps, and implementing mitigation actions.
Performance Management & KPI Reporting - SQL frameworks, reporting accuracy, and data interpretation.
Knowledge on how air/ocean/logistics/Supply Chain Management field.