Job Description
About RK LOGISTICS
RK LOGISTICS is a leading logistics, freight forwarding, and supply chain solutions provider based in Harare, Zimbabwe. We specialize in cross-border haulage, warehousing, customs clearance, and regional freight management across major trade corridors in Southern Africa.
Position Overview
We are seeking a proactive, detail-oriented, and experienced Customer Support Specialist with at least 3+ years of hands-on experience in customer service or client relations, preferably within logistics, freight forwarding, or supply chain. In this role, you will act as the primary liaison between our corporate clients and internal operational teams, providing real-time shipment updates, resolving complex client queries, and ensuring an exceptional end-to-end service experience.
Key Responsibilities
Client Relationship Management: Serve as the dedicated point of contact for corporate accounts, managing daily communications regarding cargo movement, customs clearance, and delivery schedules.
Shipment Tracking & Status Reporting: Proactively monitor shipment progress across local and cross-border transit routes and issue timely, accurate tracking reports to clients.
Issue Resolution & Escalation: Swiftly investigate and resolve client complaints, shipment delays, missing cargo, or documentation discrepancies, escalating critical issues to operations managers when required.
Interdepartmental Coordination: Collaborate closely with fleet dispatchers, warehouse staff, and customs clearing agents to ensure client specifications and timelines are met.
Quotations & Inquiries: Assist with initial freight rate inquiries, gather job requirements, and route requests to the commercial/sales team for prompt quoting.
Customer Feedback & Process Improvement: Gather client feedback, identify recurring pain points in service delivery, and recommend process improvements to elevate customer satisfaction.
Documentation & Data Entry: Maintain accurate client records, logs of inquiries and resolutions, and tracking entries within the company’s Logistics Management System (LMS) or CRM.
Requirements & Qualifications
Experience: Minimum of 3+ years of proven customer support, client service, or account management experience (experience in logistics, transport, freight forwarding, or shipping is strongly preferred).
Education: Diploma or Bachelor’s degree in Business Administration, Marketing, Communication, Supply Chain Management, or a related field.
Industry Knowledge: Understanding of local and regional logistics operations, transit routes, and basic customs clearance terminology (ZIMRA processes) is a strong advantage.
Technical Proficiency: Experience using CRM platforms, customer ticketing systems, MS Office Suite (especially Excel), and tracking databases.
Core Competencies: Exceptional verbal and written communication, strong conflict-resolution skills, high empathy, patience, and the ability to work calmly under pressure.
What We Offer
Competitive salary paired with performance rewards.
Clear opportunities for career advancement into account management or operations.
Collaborative and supportive team environment.