Customer Care Manager at Lekki Freeport Terminal

Job Purpose

• Own/manage and effectively drive customer experience within the organisation. This includes proactively monitoring and managing the end-to-end cargo release process in compliance with all company procedures, ensuring that the cargo is released as promised to the customer and/or that the customers is kept informed of relevant deviations.

Major Job Responsibilities

• Manage team productivity according to customer service requirements
• Coach and develop direct reports with key emphasis on team engagement
• Actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Collaborate with other functional departments to continuously improve the customer touchpoints and as such continue to improve the customer experience.
• Ownership of customer service processes including but not limited to coordination of booking and examination, cargo release and deliveries/loadings with special focus on invoicing, payment, and documentation.
• Monitor and report any level of service failures to the Chief commercial Officer.
• Ensure customer service team handles requests from customer in a timely manner.
• Actively building strong relationships with assigned customers and gain an understanding of their business, service needs, drivers and desires through consistent interaction.

Qualifications & Experiences
Education:

• Bachelor’s Degree, preferably in a Commercial field.
• 1 to 3 years’ experience. (Experience in a terminal an added advantage).

Experience & Knowledge:

• Developed knowledge of the industry and current market conditions.
• Excellent verbal, presentation, and written communication skills.

Skills:

• Problem solving approach.
• Experience working in an environment where different methods of communication are used.
• Experience of a commitment to high standards of customer care and service delivery.
• Well organised approach to work, managing and prioritizing workload.
• Active listening skills.
• Ability to exchange and adapt skills when working together across functions.
• Proven ability to sustain high level of activity and energy with a business-like approach to daily challenges.
• Proven ability to work in a highly fast paced environment.
• Collaborative and enthusiastic by nature, good team player.
• Proven ability to exercise discretion and good judgment, with an ability to understand the effect of decisions overall in the company.
• Must be able to handle company information with confidentiality and discretion
• Excellent stakeholder management, both internal and external.