Admin Assistant and Customer Service Officer – Freight Forwarding at Orchid HR Outsourcing

About the Role

We're growing and are looking for a talented, motivated, detail-oriented, and proactive professional to join our team in the import, export, and freight forwarding industry in Kenya. This position will manage client relationships while ensuring seamless coordination of international and local shipments, documentation, invoicing, order tracking, and issue resolution. You will support operations and sales while ensuring compliance with customs, trade regulations, and service-level expectations.

Key Responsibilities

Sales Support and Administration

• Prepare freight quotations, cost breakdowns, and service proposals for air, sea, and road shipments
• Support sales follow-ups, customer onboarding, and CRM updates
• Process shipment orders and update logistics and tracking systems
• Maintain accurate client records, contracts, and billing information

Client Management

• Coordinate shipment dispatch and clearance processes to ensure timely cargo movement
• Build and maintain strong relationships with importers, exporters, and corporate clients
• Serve as the main point of contact for clients throughout the shipment lifecycle
• Understand client requirements and provide appropriate logistics solutions
• Handle client inquiries, feedback, and complaints professionally
• Coordinate with internal teams to resolve shipment delays, clearance challenges, and service issues
• Maintain up-to-date shipment and client documentation

Collaboration and Coordination

• Support daily operations including shipment tracking and document verification
• Liaise closely with operations and sales teams to enhance customer service delivery
• Share accurate shipment status updates with clients in a timely manner
• Coordinate bookings with shipping lines, airlines, transporters, and clearing agents
• Communicate effectively with overseas agents, port authorities, and regulatory bodies