Customer Service Manager at Dragnet Nigeria

Job Description

• We are in search of an individual who is keen on service orientation and has good listening ears and strong resolve to solve problems.
• The Successful candidate will need to establish profitable client relationship geared towards revenue generation, excellent customer service process and procedures to ensure operational excellence.
• Manage the relationship in terms of operational updates between the Company’s Operations and Clients.

Key Responsibilities

• Ensure that clients are handled in a professional manner and that they are provided with accurate information about service provided
• Develop and implement customer service process and procedures to improve operational efficiency
• Receive and track reports on clients’ pipeline, open quotes and complaints
• Oversee cross functional work areas targeted to resolve issues raised by clients
• Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge
• Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
• Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
• Read instruction from PO to have a clear understanding on the nature of job.
• Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirement
• Ensure pre-clearing process is completed before dispatching to operations.
• Real time update of internal systems and database (intranet) with progress of all jobs (projects).
• Ensure Daily update is sent to clients (4pm-5pm)
• Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures
• Submit FECD documents using client’s checklist
• Receive container cards and waybills from haulage department
• Maintain complete and accurate customer correspondence data
• Identify and develop problem solving methodologies to resolve customer issues
• Manage the customer service operations, which deals directly with customers and is the first point of contact
• Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects)
• Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business
• Monitor team performance and report on their KPI’s
• Listen to team members’ feedback and resolve any issues or conflicts that may arise
• Develop strategies to promote team member adherence to company regulations and performance goals
• Conduct team meetings to update members on best practices and continuing expectations
• Coordinate the customer service team to maintain a customer focused attitude
• Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to the HR department at the end of the month
• Provides encouragement to team members, including communicating team goals and identifying training needs

Other Requirements

• A Bachelor’s degree in any discipline
• Minimum of 6-10 years’ relevant experience
• Proven working experience as a Customer Service Manager or a relevant role
• Sound knowledge of Logistics Industry

Skills Requirements

• Ability to communicate effectively with team and to tailor communication to different personalities and communication style
• Ability to build strategy and plans to handle all types of requests and critical issues
• Ability to persuade clients without using manipulation
• Ability to use Customer Relationship Management Software
• Readiness to always provide solutions to clients’ unresolved issues
• Ability to resolve clients’ complaints in a timely and efficient manner
• Ability to insight-fully engage clients
• Ability to interact with clients and maintain long lasting relationships and give the highest satisfaction
• Ability to express a customer-centric attitude
• Ability to constantly motivate team
• Possess keenness to understand the Company’s business solutions and link to clients’ requirements

Salary Expectations
N150,000- N 200,000 with commission