Logistics Customer Service Officer

Job Overview:We are seeking a highly organized and detail-oriented Logistics Customer Service Officer to manage communication and ensure smooth execution of inbound and outbound shipment activities. The role involves coordinating with principals, logistics service providers, and internal departments to guarantee compliance with regulatory requirements, secure necessary approvals, and facilitate efficient freight operations.Provide hands-on mentorship and coaching to team members, developing their logistics competencies and fostering a collaborative team culture.The successful candidate will play a key role in developing team capabilities, maintaining operational excellence, and ensuring a high standard of customer satisfaction within the team.Specific areas of responsibility: Local authority approvals, shipping documentation, and customer services handling.

Key Responsibilities

Manage daily authority approval requirements for the import of pharmaceuticals, medical devices, and other healthcare products.Coordinate end-to-end shipment documentation and clearance requirements, ensuring documents comply with applicable authority and customs guidelines.Communicate with principals, freight forwarders, customs brokers, third-party logistics providers, and internal stakeholders to ensure timely shipment execution and clearance.Work cross-functionally with Supply Chain, Regulatory Affairs, Finance, Warehousing, Commercial, and other relevant teams to resolve operational requirements and shipment exceptions.Manage MOFAIC attestation of commercial/shipping documents, including submission, follow-up, and coordination of required supporting documentationRespond promptly to principal and business requirements and ensure shipments are processed within agreed lead times and service KPIs.Act as a key operational contact for import queries, providing guidance and coordinating resolution of exceptional or time-sensitive shipment issues.Perform finance reconciliation related to logistics activities, including verification and reconciliation of freight, clearance, customs, authority and third-party logistics charges, and support resolution of discrepancies with Finance and service providers.Support financial closing and reimbursement processes by ensuring required logistics documentation, invoices, supporting records, and reconciliations are completed accurately and on time.Maintain awareness of changes in government regulations, customs requirements and authority procedures, and support implementation of new or revised operational processes.Ensure activities are performed in compliance with applicable regulatory requirements, licenses, SOPs and internal procedures.Maintain accurate shipment records, approvals, supporting documents and operational trackers to ensure traceability, audit readiness and data accuracy.Maintain effective and professional communication with principals, authorities, logistics service providers and internal stakeholders.Assist in resolving customer complaints and operational concerns professionally, escalating critical issues appropriately.Follow established procedures and quality standards to ensure accuracy, consistency, compliance and timely execution of all assigned activities.Qualification & Experience:Bachelor’s degree in business administration, Customer Service, Logistics, or a related field is preferred.Minimum of 3 years of experience in customer service, logistics, or a related role.Proven experience in handling customer complaints and resolving issues effectively.Excellent communication and interpersonal skills.Strong problem-solving and decision-making abilities.Ability to multitask and prioritize tasks in a fast-paced environment.Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and customer relationship management (CRM) tools.Knowledge of logistics and supply chain management is an advantage.