Customer Service Chief at Hayat Holding

DEPARTMENT

• Supply Chain

OBJECTIVE:

The Customer Service Chief will provide support for both our internal and external customers to deliver exceptional customer support while increasing customer satisfaction.

JOB DESCRIPTION:

• Communicate with customers by telephone, email, or in person to provide information about products, take and enter orders, and respond to inquiries and complaints.
• Update and maintain customer portals/dashboards with updates to customer purchase orders.
• Maintain accurate records in email and in the database feedback module of customer interactions and problem resolutions.
• Handle complaints, settle disputes and resolve conflicts with customers while maintaining a cooperative working relationship.
• Conduct and analyze customer satisfaction surveys.
• Perform day to day administrative tasks such as maintaining customer order files, customer records, and other information in both paper and electronic form.
• Continuously enhance technical knowledge of products and customer base.
• Recommend improvements to processes and procedures, and maintain an attitude of continuous improvement.
• Provide ongoing mentoring/training to employees new to the customer service role.
• Input data into a computerized database with a high degree of accuracy.
• Follow up customer service level performance by reports like refusal order rate, return order rate, case fill rate, on-time delivery, distributor and chain customers’ stock out.
• Follow up the service level actions with logistics, sales, demand planning and supply planning to improve the customer service level.
• Set up an automatic order management system according to the current stock of distribütör.
• Manage the delivery problems and solutions.
• Manage the return order process and procedure.
• Create the scorecards of major customers and manage the KPIs, such as on-time delivery, case return, order cancellation ratio; and take the actions to improve the service level by decreasing the cost.
• Manage e-invoice process with customers.
• OVERSEAS (Subsidiaries & Exports):
• Standardise ordering, dispatching, invoicing processes.
• Standardise performance measurements of the supply chain.
• Supporting essential training of subsidiaries.

Requirements:

• Min. 5 years experience in FMCG
• Analytical, Sense of urgency, Result Oriented, Eager to take initiative
• A good University degree in Engineering ( BSc or HND)
• Native Nigerian (Local)
• Shows initiative, is proactive and be willing team player
• IT skills especially of Microsoft MS Office Programs / Average in Excel
• Can work well under pressure in a multi-cultural environment
• Ability to use key supply chain systems and tools (SAP)
• Analytical Thinking, Operational Excellence, Result Oriented, Planning & Organizational Ability.