Company Description
Founded in 2007, Reload Logistics began as an independent logistics provider with a bold vision: to simplify and connect Africa's complex supply chains. Over the years, we have expanded rapidly across Southern Africa and the Middle East, building a strong presence in over 13 countries.
Headquartered in Dubai, with deep operational roots in key African trade corridors, we have grown into a trusted partner for international freight forwarding, cross-border transportation, warehousing, project cargo, and customs clearance solutions. From managing over 800,000 sqm of warehousing space to operating a fleet of 1,000+ trucks and 200 rail wagons, Reload continues to invest in infrastructure and innovation.
Today, Reload Logistics is a reliable and forward-thinking logistics leader, empowering trade and connectivity across Africa and beyond.
Role Overview
The Security Expeditor plays a crucial role in ensuring the safe and secure transport of high-value commodities and managing and coordinating the escalation process during breakdown truck incidents, ensuring timely communication with internal team / clients, effective problem resolution, and accountability with transporters. This role safeguards service quality by enforcing the escalation SOP, maintaining transparent communication, and driving corrective actions.
Key Responsibilities
- Monitor and track Breakdown incidents daily.
- Trigger escalation steps as per the SOP (Day 0–10+), ensuring timely actions are taken.
- Collect and verify GPS data, visuals, and incident details for internal and client reporting.
- Draft and send structured client communications at each escalation stage (Day 4, Day 6, Day 8, Day 10+).
- Liaise with expeditors, transporters, and warehouse teams to ensure swift problem resolution.
- Coordinate transshipment execution when required, ensuring proper documentation and client notification.
- Maintain transporter performance records and recommend blacklisting where repeated failures occur.
- Work with finance to hold/release payments in line with escalation outcomes.
- Conduct root cause analysis for repeated breakdowns and submit findings to management.
- Ensure all incidents are logged, reviewed, and preventative measures are implemented.
- Verify accurate reflection of security charges in the system and confirm charges with security suppliers.
- Reconcile invoices from security suppliers and support the finance team with invoicing and related details.
- Generate and distribute weekly/monthly transporter performance reports to management to identify areas for improvement.
- Address queries from transporters and escort companies regarding security matters.
Key Skills & Competencies
- Strong problem-solving and decision-making ability under pressure.
- Excellent written and verbal communication skills (for both clients and internal teams).
- High attention to detail with ability to analyze data (GPS, transporter performance, etc.).
- Ability to identify trends, patterns, and performance gaps.
- Negotiation and conflict-resolution skills when dealing with underperforming transporters.
- Ability to enforce accountability while maintaining professional relationships.
- Organized, with the ability to manage multiple escalations simultaneously.
Key Performance Indicators
- % of escalations resolved within SOP timelines.
- Accuracy and timeliness of incident communications.
- Reduction in repeat transporter Breakdown trucks incidents.
- Compliance with financial adjustments (payment blocks/recoveries).
- Complete escort invoice verification and reconciliation within 2 working days of receipt to support timely payment processing by the finance team.
Qualifications & Experience:
- Diploma or Bachelor's degree in Logistics, Supply Chain Management, or related field (preferred).
- 2+ years experience in transport, or logistics coordination roles.
- Prior experience in escalation or client-facing operations is advantageous.
