CDL Human Resource C&F Solutions Manager Jobs in Kenya

CDL Human Resource C&F Solutions Manager Jobs in Kenya; The C&F Solutions Manager is responsible for managing customer-focused C&F solutions, ensuring quality of service, seamless coordination between customers and internal operational teams, and superior customer service across freight forwarding and logistics activities.

The role focuses on solution design, service delivery, issue resolution, and customer satisfaction, while supporting business growth and retention.

Key Responsibilities

CF Solutions & Account Support

Act as primary point of contact for key customers across imports, exports, and multimodal services

Design and propose tailored CF solutions aligned with customer requirements and commercial objectives

Coordinate with Operations (Sea/Air/Road), Warehousing, Finance, and support teams for smooth execution

Support RFQs, tenders, and pricing exercises with operational inputs and solution frameworks

Customer Care & Service Management

Monitor shipment milestones and proactively communicate status, delays, and exceptions

Handle customer escalations, claims, demurrage/detention issues, and billing disputes

Ensure adherence to Service Level Agreements (SLAs) and drive service quality improvements

Lead customer satisfaction initiatives and service reviews

Quality of Service & Data Quality Management

Own and drive service quality standards across customer-facing and operational activities

Ensure accuracy and timeliness of data captured in internal systems

Monitor data quality related to shipments, documentation, billing, milestones, and KPIs

Work with operations and IT teams to address data gaps and process deviations

Support audits, KPI reporting, and management reviews with reliable operational data

Reporting & Process Improvement

Prepare and analyze customer service KPIs and shipment performance reports

Identify recurring issues and lead root cause analysis and corrective measures

Implement process improvements,

digital tools, and system enhancements to improve customer experience

Commercial & Relationship Management

Support customer retention and growth through engagement and service reviews

Identify upselling and cross-selling opportunities with the sales team

Assist senior management with customer presentations, reviews, and strategic planning

Qualifications

Bachelor’s Degree in Logistics, Supply Chain Management, Business Administration, or related field

Experience handling key accounts and solution-based logistics services is highly desirable

Experience

Minimum 5 years in Logistics, FMCG, Supply Chain Management, Sales, or Commercial Management

Skills & Competencies

Strong customer service and relationship management skills

Excellent communication and stakeholder management abilities

Problem-solving and decision-making capability

Commercial awareness and solution-oriented thinking

Ability to manage multiple priorities under pressure

Proficiency in MS Office; logistics ERP experience is an advantage

Personal Attributes

Customer-centric mindset

Proactive and detail-oriented

Strong leadership, interpersonal, and coordination skills

Professional, ethical, and dependable

Benefits

Permanent and Pensionable (pension after 6 months probation)

Medical cover for self + 4 dependents

Group life insurance

How to Apply

For more information and job application details, see; CDL Human Resource C&F Solutions Manager Jobs in Kenya

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