Head Customer Service Management at Stresert Services Limited

(senior manager position)

Report to: Director Logistics

Summary of the Job:
Provide excellent customer service and promote this culture throughout the organization. Keeps the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and customers’ retention and meet their expectations. Develop customer service standards, policies and procedures for the organization or department. Leverage IT and Develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities

The performance in this role will help build a superior customer satisfaction, increase loyalty and generate more sales.

Main Activities/ Responsibilities with expected dedicated %: 

• Develop, Implement, Review customer service policies and procedures - 30%
• Build/Develop statistics based system to determine customer satisfaction level, order fill rate etc. - 20%
• Develop, implement a value creation tool  to help improve sales and benchmark with competition - 15%
• Implement high-impact service actions to develop superior relationships with the most profitable customers -  15%  
• Support Logistics in service delivery monitoring to customers - 10%
• Handle complex and escalated customer service issues - 10%

Dimension:
This position covers all Company operations in the West with a strong field support needed in East and North in the first months.

Subordinates: 3 direct staff; 14 indirect staff and 5 Contractors 

Fleet size:   2500 trucks

Volume:  8 MT now; 9.5 MT in 2016  

Capex & Opex: To Be Determined

Cross functional: Logistics, Sales, Marketing, Industrial and Finance

•  Successful implementation of customer service in East and North and build a solid team across the country
•  Streamline processes at an early stage for visible and effective results
•  This position manages all employees of the Unit and is responsible for the performance management and hiring of the employees within the Unit
•  Lead the entire Customer Services cycle from cash to order generation and processing, up to the upstream delivery fulfilment interface with the customer
•  Planning, assigning, and directing work

Profile Required

• Job Knowledge, Skills & Experience & Education
• In-depth knowledge of customer service policies and practices
• Proficiency in CRM systems, MS Office applications
• Thinking, analytical, problem solving skills
• Active listening skills and high stress tolerance level
• Very strong leadership capabilities
• Discretion and Decision making
• Good supervisory and people management skills
• Organizing and planning skills
• Negotiation skills
• Strong communication and influencing skills
• Interpersonal skills
• English at Professional Proficiency, other languages optional
• B.Sc in Supply chain, Marketing, Business Administration
• MBA will be an added advantage
• At least 8 years experience in a Senior customer service management role

Mobility requirements

• Based in Lagos or approved HQ location
• Some travel to Sales Admin, plants and customers locations essential
• Role requires flexible working times

Salary
Salary budget is between N18, 000, 000 – 20, 000, 000 gross/ annum.