The Customer Service & Operations Manager will be responsible for ensuring the smooth and effective operation of customer service, office management, administrative functions, and human resource-related activities. The role will also involve supervising day-to-day operations to enhance customer satisfaction, support internal processes, and optimize the productivity of the team. The successful candidate will be a proactive problem-solver, a strong communicator, and someone who can manage multiple responsibilities simultaneously.

Key Responsibilities:

• Customer Service Management:

  • Act as the primary point of contact for clients, addressing inquiries, and concerns, and ensuring prompt resolution of issues.

  • Develop and implement customer service policies and procedures to maintain high standards of client satisfaction.

  • Coordinate with internal teams (customs, freight forwarding, warehousing, etc.) to ensure timely and accurate services for customers.

  • Monitor customer feedback and analyze trends to identify areas for improvement in service delivery.

  • Maintain strong relationships with key customers and partners in Ethiopia and Djibouti.

• Office Management:

  • Oversee and streamline daily office operations to ensure efficient workflow across all departments.

  • Manage office supplies, equipment, and facilities to ensure a safe and productive work environment.

  • Coordinate office schedules, meetings, and logistics-related tasks for senior management and staff.

  • Supervise administrative assistants and office support staff to ensure smooth operations.

• Human Resource & Administration:

  • Manage the recruitment, onboarding, and training of new employees for various departments.

  • Maintain employee records and ensure compliance with Ethiopian and Djiboutian labor laws and company policies.

  • Oversee payroll, employee benefits, and leave management.

  • Address employee concerns and provide support to foster a positive and productive work environment.

  • Develop and enforce company policies related to employee performance, conduct, and professional development.

• Documentation & Reporting:

  • Maintain accurate and up-to-date records of customer service interactions, shipments, customs documentation, and employee files.

  • Prepare periodic reports for senior management on customer satisfaction, office performance, and HR-related metrics.

  • Ensure proper filing and documentation systems for efficient access and retrieval of information.

• Coordination & Communication:

  • Coordinate between departments to ensure that all client orders and requests are fulfilled in a timely manner.

  • Communicate with customs authorities, suppliers, and logistics partners to ensure smooth handling of shipments.

  • Handle both external and internal communications, ensuring clarity, accuracy, and timely responses.

  • Provide feedback and insights from customer interactions to management to improve service offerings.

  Job Requirements

  • Education: Bachelor’s degree in Business Administration, Logistics, Human Resources, or a related field.

  • Experience:

    • At least 3-5 years of experience in customer service, office management, or human resources in a logistics-related field.

    • Strong knowledge of the logistics industry, including customs clearance, freight forwarding, and transportation.

    • Familiarity with the logistics regulations and procedures in both Ethiopia and Djibouti is highly preferred.

  • Skills:

    • Excellent communication skills (written and verbal).

    • Strong organizational and multitasking abilities.

    • Proficient in Microsoft Office Suite and other relevant software.

    • Ability to manage staff and foster a positive working environment.

    • Customer-focused mindset with a proactive approach to resolving issues.

    • Knowledge of HR practices, labor laws, and payroll management is a plus.

  • Languages:

    • Proficiency in English and Amharic.

  Preferred Qualifications:

  • Experience in managing customer service for international logistics companies.

  • Familiarity with human resources management software.

  • Previous experience working in cross-border logistics between Ethiopia and Djibouti.

How to Apply

• Interested candidates should submit their CVs along with a cover letter highlighting their relevant experience and qualifications to logiskils@gmail.com and info@logiskillstransit.com

  Applications will be reviewed on a rolling basis until the position is filled