About Company
Express Shipping & Logistics (ESL) Kenya is a leading and innovative logistics and freight forwarding company with a strong presence across East Africa. For over two decades, ESL Kenya has been at the forefront of providing comprehensive and tailor-made shipping and logistics solutions to a diverse clientele, ranging from small businesses to large corporations. Our services encompass freight forwarding, customs clearance, warehousing, transportation, and project logistics, all delivered with an unwavering commitment to efficiency, reliability, and customer satisfaction. We pride ourselves on our deep industry knowledge, robust network, and a dedicated team that consistently goes the extra mile to ensure seamless supply chain operations. At ESL Kenya, we foster a culture of excellence, collaboration, and continuous improvement, empowering our employees to thrive and contribute significantly to our mission of connecting businesses to the world.
Job Description
Are you a highly organized and detail-oriented individual with a passion for customer service and a knack for tracking shipments? Express Shipping & Logistics (ESL) Kenya, a leading logistics and freight forwarding company operating across East Africa, is seeking a dedicated Remote Shipping and Order Tracking Support Specialist to join our dynamic team. This is an exceptional opportunity to contribute to the efficient flow of goods across borders, all from the comfort and convenience of your home office. In this vital remote role, you will be the central point of contact for our valued clients, ensuring their shipments are monitored, tracked, and delivered seamlessly. You will play a critical role in maintaining high levels of client satisfaction by providing timely updates, resolving tracking discrepancies, and proactively communicating potential delays or issues. Your ability to manage multiple inquiries simultaneously, navigate various tracking systems, and communicate clearly will be paramount. We are looking for someone who thrives in a fast-paced environment, is proficient with digital tools, and possesses an unwavering commitment to operational excellence. If you are eager to leverage your skills in a flexible, remote setting while making a tangible impact on a thriving logistics operation, we encourage you to apply.
Key Responsibilities
- Act as the primary point of contact for customer inquiries related to shipment tracking, delivery schedules, and order status via email, phone, and chat.
- Utilize various internal and external tracking systems, carrier portals, and logistics software to monitor the real-time progress of shipments.
- Provide accurate, up-to-date information on shipment locations, estimated arrival times, and customs clearance status to clients.
- Proactively identify and communicate any potential delays, issues, or exceptions in the shipping process to clients and relevant internal teams.
- Investigate and resolve tracking discrepancies, lost or damaged shipment claims, and other delivery-related problems in a timely and professional manner.
- Coordinate with carriers, customs brokers, and internal logistics departments to expedite resolutions and ensure smooth transit.
- Maintain detailed records of all customer interactions, inquiries, and resolutions in the company’s CRM system.
- Prepare and distribute daily/weekly tracking reports to management and clients as required.
- Assist in the processing of shipping documentation and order updates as needed.
- Contribute to the continuous improvement of tracking processes and customer service protocols.
- Adhere strictly to all company policies and procedures, including data privacy and security guidelines, especially in a remote work environment.
Required Skills
- Proven experience in a customer service or support role, preferably within logistics or a related field.
- Excellent verbal and written communication skills in English and Swahili.
- Strong organizational skills and ability to manage multiple tasks and priorities effectively.
- Proficiency in using CRM software, Microsoft Office Suite (Word, Excel, Outlook), and various online tracking platforms.
- Exceptional problem-solving abilities and a keen attention to detail.
- Ability to work independently and maintain high productivity in a remote work environment.
- Reliable high-speed internet connection and a dedicated home office setup.
Preferred Qualifications
- Bachelor's degree or Diploma in Logistics, Supply Chain Management, Business Administration, or a related field.
- Familiarity with international shipping regulations and customs procedures.
- Experience with logistics management software (e.g., freight management systems, warehouse management systems).
- Proven ability to de-escalate customer concerns and build lasting client relationships.
Perks & Benefits
- Competitive salary with opportunities for growth.
- The flexibility and convenience of working from home.
- Opportunity to be part of a leading logistics company in East Africa.
- Comprehensive health benefits package.
- Generous paid time off and public holidays.
- Professional development and training opportunities to enhance your skills.
- A supportive and collaborative remote team environment.
How to Apply
Interested candidates who meet the above qualifications are invited to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience in customer service, logistics, and remote work capabilities. We appreciate all applications, but only shortlisted candidates will be contacted for an interview.