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Customer Experience Consultant (Logistics Industry)

Sheer Logic Management Consultant

SHEER LOGIC MANAGEMENT CONSULTANTS is A renowned boutique management consulting firm with a strong presence in the East African region, Sheer Logic Management Consultants prides in having the coveted prize for the leading talent sourcing firm (2019/20) according to Global Brands International.

Our practice is characterised by a particular emphasis on exceeding the needs of our clients. Further, we have world-class consultants who have access to the best methodologies, tools, resources and training. The firm has over 25 years’ Human Resource Consultancy and outsourcing experience across different sectors. We offer expert and innovative solutions driven by local professionals who understand your operational contexts and the specific challenges you might face.

Sector
Consultancy, Other
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https://sheerlogicltd.com/

Job Title: Customer Experience Consultant (Logistics Industry) (Kigali, Rwanda)

Job Purpose

Oversee and coordinate operations activities ensuring service excellence and customer satisfaction while ensuring compliance with our internal SOPs and the Government’s statutory regulations. Liaise closely with Delivery team to drive the business performance of the product to maximize the P & L results and develop the business on a short and long-term perspective.

Responsibilities

  • Maintain close contact with assigned key clients and respond to any queries arising in service delivery 
  • Maintain close contact with our field operations to ensure excellent service delivery to guarantee sustainable business relationship with both the agents and the clients
  • Maintain close contact with our agents to ensure excellent service delivery to guarantee sustainable business relationship with both the agents and the clients
  • Drive the team’s operations by planning duties with field team and other functions as when field jobs arise. Follow up via field visits to ensure work is done effectively and efficiently to the client satisfaction.
  • In liaison with the Head of Department, execute business development strategies for weekly/monthly customer performance reviews.
  • Keep track of the P&L of all jobs handled to ensure we remain as profitable as per commercial SLI
  • Flag any direct or indirect costs that have a negative impact to profitability
  • Dispatch of customer invoices & other related documents
  • Offer solutions to customer queries and disputes
  • Execute the company’s overall objective through collaboration with other team members, other functions, and supervisor/department head
  • Coordinate CHB, VAS, Trucking, Warehousing, and any other services as may be requested by customer/line manager
  • Capture Voice of Customer frequently and provide feedback to the team to improve inland delivery performance and experience 
  • Handle system updates and customer requests in accordance with defined processes 
  • Ensure all relevant costs are timely updated in systems and ensure charges are passed on to customer 
  • Upselling & cross selling of LnS opportunities.
  • Daily updates to customers via email & WhatsApp groups
  • Other ad hoc assignments as may be given to you by your line manager.

Qualifications

  • Must be an undergraduate in Business or related field
  • Experience in logistics industry
  • Proper understanding of INCOTERMS, Customs Documentation, and import/export processes.
  • Stakeholder Management
  • Customer orientation/Collaboration/Agility
  • Be able to effectively prioritise workload
  • Comfortable working with data in excels and good at analytical skills.

How to Apply

Send your CV to talentsourcing@sheerlogicltd.com by 16th February 2026. Note that we review CVs on a rolling basis. We therefore encourage early application.

Click on the APPLY button to send your application documents:
  • Your application will be sent to the employer immediately (Allowed formats: .doc .pdf .txt .docx)
  • A confirmation email will be sent to you few minutes afterwards
  • You can request any documents archived from our website (ex: a job description, a CV, a cover letter...)
Please bear in mind that you should never be requested to pay to get interviews, or to pass extra certifications etc...