Customer Service Head at Henkel

Job ID: 180005G6
Location: Ibadan, Oyo

Key Purpose

• The key purpose of the role is to assure excellence in execution in all Customer Services' areas in the country; coordinate and manage country CS executives;
• Provide recommendations and outcomes that will enhance key management, organizational performance of local organization; share improvement ideas with International Customer Services Responsible; support and collaboration with CS Support Manager in SSC; ensure customer satisfaction for both domestic and export businesses.

What we Offer

• Align department objectives with company business strategies
• Monitor local Customer Services KPIs
• Monitor adherence to Customer Services strategic vision and processes
• Implement new customer services procedures
• Plan, coordinate and follow up supervised personnel work
• Participate in interdepartmental projects related to customer services area
• Establish department personnel needs included in the department development plan
• Establish and follow-up department training plan
• Develop customer relationships on service topics
• Support requests, issues and efficiency projects with customers and internally (Identify and improve department bottle necks)
• Escalation to International Customer Services in case it is required
• Ensure on time and proper issue resolution with corresponding functions
• Define / review target SLAs with CS in the country and SSC through regional/international alignment
• Propose / Contribute updates to L5 process documentation and enhancements
• KAM support for topics related to OTC process with customer impact
• Lead projects (SAP projects, testing and implementation)
• Customers’ Credit Notes management
• Handling Export business operations (Orders to servicing for any new markets).
• Meeting the Month target by close co-ordination with all related functions
• Delivering the customer orders on time & Solving their issues and queries
• Export business co-ordination & Execution.
• Sales Overview Summary (From Live System)
• Final Shipment analysis Summary(Using the live status)
• Credit Note KPI’s monitoring & Appropriate actions
• Customer Service Level, SPORT Analysis, NDR Analysis.
• iTAS Analysis & Reports

Qualifications
Who we are looking for:

• Results oriented, entrepreneurial and self-motivating.
• Tenacious and resilient, driven to achieve even when faced with obstacle.
• Leadership and interpersonal skills capable of building strong working relationships and influencing and customers and internal teams
• 7 years in Customer Service with 3 years at Management level.
• SAP Proficiency
• Bachelor's Degree
• Strong analytical skills with ability to develop strategies, tactics and measurable implementation
• Ability to think outside the box 
• Candidate must be proficient in MS Office tools.