C&F Solutions Manager

Location: Nairobi

Our client, a global transport and logistics company, is a highly recognizable brand that prides itself on providing innovative and sustainable logistics solutions connecting people and goods around the world, and especially across the African continent. They have retained our services to support the hiring process for the position of C&F Solutions Manager to be based at their Nairobi HQ.

Job Purpose/Your Role

Reporting to the Head of IFF, the C&F Solutions Manager is responsible for managing Customer-Focused C&F Solutions, Quality of Service, ensuring seamless coordination between customers and internal operational teams, and delivering superior customer service across freight forwarding and logistics activities. The role focuses on the solution design, service delivery, issue resolution, and customer satisfaction, while supporting business growth and retention.

Key Responsibilities

CF Solutions & Account Support

1. Act as the primary point of contact for key customers, providing end‑to‑end logistics solutions across imports, exports, and multimodal services.
2. Design and propose tailored CF solutions aligned with customer requirements, operational capabilities, and commercial objectives.
3. Coordinate with the Operations team, Sea/ Air & Road Transport, Warehousing Team, Finance teams, and other internal support Teams to ensure smooth execution of agreed solutions.
4. Support RFQs, tenders, and pricing exercises by providing operational inputs and solution frameworks.

Customer Care & Service Management

1. Monitor shipment milestones to ensure proactive communication with customers on shipment status, delays, and exceptions.
2. Handle customer escalations, claims, demurrage/detention issues, and billing disputes in a timely and professional manner.
3. Ensure adherence to agreed Service Level Agreements (SLAs) and continuously improve service performance.
4. Drive customer satisfaction initiatives and service quality reviews.

Quality of Service & Data Quality Management

1. Own and drive quality of service standards across all customer-facing and operational activities.
2. Ensure accuracy, completeness, and timeliness of data captured in internal systems.
3. Monitor data quality related to shipments, documentation, billing, milestones, and KPIs, and ensure corrective actions are implemented.

Reporting & Process Improvement

1. Prepare and analyze customer service KPIs, shipment performance reports, and service improvement action plans.
2. Identify recurring issues and lead root cause analysis and corrective measures.

Commercial & Relationship Management

1. Support customer retention and growth through regular engagement, service reviews, and business development support.
2. Identify upselling and cross‑selling opportunities in collaboration with the sales team.
3. Assist senior management with customer presentations, business reviews, and strategic planning.

Required Key Qualifications, Experience & Aptitude

• 5 years’ experience in Logistics/ FMCG/ Supply Chain Management/Sales or Commercial Management
• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Experience in handling key accounts and solution-based logistics services is highly desirable.
• Strong customer service and relationship management skills
• Ability to work under pressure and manage multiple priorities
• Proficiency in MS Office; experience with logistics ERP systems is an advantage
• Commercial awareness and solution-oriented thinking

If your profile, qualifications, and experience fit the description above, and you are keen to accelerate your career in a highly professional environment, kindly but urgently email your CV in PDF to consultant@outresources-hr.com. Indicate C&F Solutions Manager as the subject. This is an urgent hire role, and applications will be reviewed continuously, and interviews may be held before the closing date. 

Closing: 12th June 2026.

An attractive market-linked remuneration package that includes car allowance, health cover, and pension contribution will be offered to the successful candidate.

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