Customer Service Manager at Animal Care Services Consult

Job Summary

• The Customer Service Manager will lead the customer service team, oversee customer interactions, manage client relationships, and ensure the delivery of top-tier service to farmers, distributors, and partners.
• The ideal candidate will have strong communication skills, experience in customer-facing roles, and a good understanding of the livestock or agricultural sector.

Key Responsibilities

• Handling customer-related emails
• Managing all general inquiry/order calls pertaining to ACSK/Funtuna
• Proactively managing our mentions via google alert
• Handling complaints and Escalations
• Connecting customers to the right technical support
• Establishing and maintaining good relationships with all spectrum of stakeholders
• Providing planning support for forums and other customer experience events
• Documenting and reporting field, market, brand data/observations etc.
• Maintain strong relationships with farmers, distributors, and key accounts.
• Monitor customer satisfaction metrics and implement continuous improvement strategies.
• Collaborate with production, sales, logistics, and technical teams to resolve customer issues promptly.
• Develop customer service policies, standards, and procedures.
• Train customer service officers on product knowledge, communication, and service delivery.
• Prepare periodic service reports for management.
• Oversee order processing, fulfilment tracking, and after‑sales support.

Requirements & Qualifications

• Bachelor’s degree in Animal Science, Agriculture, Business Administration, Public Relations, Mass Communication or related field.
• Minimum of 5 years’ experience in customer service, preferably in livestock, agriculture, FMCG, or manufacturing industries.
• Strong leadership and team management abilities.
• Excellent communication, interpersonal, and problem‑solving skills.
• Good understanding of livestock production, animal health products, or farm operations (an added advantage).
• Proficiency in customer service software, CRM tools, and the MS Office suite.
• Ability to work under pressure, multitask, and deliver results in a fast-paced environment.
• Strong ethical standards and commitment to customer satisfaction.