Mzelu Zahara Malongo
Dar Es Salaam,Tanzania
Summary
Strategic and customer-focused professional with over 10 years of experience in logistics, customer service, and account management across Tanzania and Rwanda. Proven ability to build and maintain long-term client relationships, drive commercial growth, and lead cross-functional teams to deliver high-impact solutions. Adept at negotiating contracts, managing key accounts, and implementing digital tools to enhance customer engagement and operational efficiency. Successfully led a sustainability initiative at Yara Tanzania and reducing environmental impact. Known for critical thinking, stakeholder engagement, and a results-driven approach to service excellence.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work history
Customer Service Manager – Tanzania & Rwanda
YARA TANZANIA LTD
01.2020 - 11.2025
- Spearheaded customer experience strategy across two countries, ensuring consistent service delivery and high customer satisfaction.
- Built and maintained strong, long-lasting relationships with key accounts, serving as the direct point of contact and trusted advisor.
- Led monthly performance reviews with clients, aligning service delivery with expectations and identifying areas for improvement to drive revenue growth.
- Negotiated service agreements and resolved escalated client issues, ensuring retention and satisfaction while maximizing profitability.
- Coordinated cross-border logistics, customs clearance, and transport operations, enhancing delivery efficiency and client trust.
- Implemented digital support channels and CRM tools, empowering automation and improving customer engagement and operational transparency.
- Developed and tracked KPIs for service quality, customer satisfaction, and operational performance, supporting strategic decision-making.
- Collaborated with sales and finance teams to ensure accurate billing, order processing, and compliance with internal policies.
- Led a company-wide sustainability initiative, in regenerative farming, climate neutrality, and community impact.
Sales Executive
BOLLORE LOGISTICS LIMITED
12.2016 - 12.2019
- Managed a portfolio of logistics clients, developing tailored solutions and maintaining strong relationships with shipping agents and BCOs.
- Supported contract negotiations and pricing strategies to optimize profitability and service value.
- Identified cross-selling and up-selling opportunities, contributing to business growth.
- Tracked client performance metrics and communicated progress to internal stakeholders.
- Participated in trade events and industry discussions to represent the company and gather market insights.
External Sales Executive
SAFMARINE
06.2014 - 02.2015
- Served as the sole contact point for clients for both imports and exports, increasing volumes and improving the customer base for the brand.
- Supported direct sales, finance, and operations teams on client relations.
- Conducted direct sales and tele sales to maximize outreach.
- Managed assigned customers and budget base, pursuing and securing business in line with corporate and regional objectives within the Tanzania market segment.
- Developed customer value propositions for all appropriate business opportunities.
- Prepared proposals and contracts for each won business.
- Established an internal network in East Africa and globally to facilitate the resolution of customer issues.
- Built understanding of all service offerings to provide integrated solutions.
- Communicated significant trends, rate changes, and policies to assigned accounts for management decision-making purposes.
- Researched and understood the territory to identify and establish business contacts with potential customers.
- Managed customer relationships to ensure satisfaction and retention.
Care Business Partner
MAERSK LINE
05.2013 - 05.2014
- Delivered end-to-end customer experience for import/export clients.
- Manage vessel manifest and share arrival notice with customers.
- Issue delivery orders for imports and bill of lading for exports.
- Conducted direct and telesales, managed sales pipeline and developed customer value propositions.
- Promoted digital tools (Ecom), conducted stakeholder training, and improved vessel utilization.
- Resolved customer issues through internal networks across East Africa and globally.
- Managed cargo readiness, prepared proposals and contracts, and supported client relations.
Education
Bachelor of Commerce -
University of Dar es Salaam
09.2009 - 06.2012
Skills
- Key Account Management
- Customer Experience Strategy
- Contract Negotiation & Compliance
- Commercial Acumen
- Client Retention & Satisfaction
- Logistics & Customs Coordination
- Sustainability Strategy & ESG Alignment
- Community Engagement & Social Impact
- Strategic Communication & Media Relations
Languages
English – Fluent
Swahili – Native
REFEREES
- Narindwa Shaidi, Regional People Partner, Narindwa.Shaidi@yara.com, +255 744 235 435, YARA International
- Cornel, Magai, Commercial Manager, cornel.magai@apmterminals.co.tz, +255 767 691 972, APM TERMINALS
- Gloria Labarani, Executive Head : Customer Experience, gloria.labarani@vodacom.co.za, +27713300326, Vodacom Group CX, (Previous line Manager at Safmarine)
Timeline
Customer Service Manager – Tanzania & Rwanda
YARA TANZANIA LTD
01.2020 - 11.2025
Sales Executive
BOLLORE LOGISTICS LIMITED
12.2016 - 12.2019
External Sales Executive
SAFMARINE
06.2014 - 02.2015
Care Business Partner
MAERSK LINE
05.2013 - 05.2014
Bachelor of Commerce -
University of Dar es Salaam
09.2009 - 06.2012