Customer Service Manager at APM Terminals

Ref.: AT-058054
Location: Lagos

Key Responsibilities

•     Responsible for resolving Customer complaints and concerns quickly and efficiently by proper liaison with Operations, Planning and Finance Department
•     Establishes proactive communication with customer to ensure their understanding, handle quality and service issues, and develop/maintain customer loyalty.
•     Responsible for interacting with customers concerning orders & shipments.
•     Interact with customers to advise shipment
•     Initiate tracers with carriers
•     Make changes to shipments where necessary
•     Solicit sale of new or additional services
•     Handle irate customers in a professional manner
•     Obtain customer feedback information & makes necessary analysis available to management on a regular basis
•     Prepares correspondence to customers, regarding port procedures and notifications.
•     Contacts customer regarding any documents needed, such as customs declaration, manifest, etc.
•     Contacts customers regarding invoice payments.
•     Meets with customers to solve any problems that may arise.
•     Approves gate passes for customers who need to enter the port area.
•     Monitors reports on timely payments of invoices by customers and personally calls customers if they are past due in payment.
•     Assist when necessary in establishing or reviewing customs and other external procedures affecting port users.
•     Co-ordinates customer issues with relevant department
•     Managing and maintaining relationships with key accounts, local port users.
•     Update & maintain customer data base, with customer and company profile.
•     Constantly follow up on service trends, customer preferences, assist CCO on development of Customer Satisfaction surveys
•     impact on Company image is quite high.

Requirement
Who we are looking for

•     Requires a college degree in Business preferably in Marketing.
•     Requires at least five to seven years of customer service experience in a service industry. Experience in import/export documentation, billing, and other similar areas of operation is preferred.
•     Requires thorough knowledge of import/export documentation, such as manifests, declarations, etc.
•     Requires knowledge of port rules and regulations.
•     Requires excellent interpersonal skills; an ability to interact with customers both diplomatically and firmly, when necessary.