Customer Service Manager at Dragnet Nigeria

Description

• Our client is currently recruiting for a Customer Service Manager to Establish and manage profitable client relationships geared toward revenue generation.

Key Role

• Develop and implement excellent customer service processes and procedures to ensure operational excellence.
• Manage the relationship in terms of operational updates between the company Operations and Clients.
• Ensure that clients are handled in a professional manner and that they are provided with accurate information about the service provided
• Develop and implement customer service processes and procedures to improve operational efficiency.
• Receive and track reports on clients’ pipelines, open quotes, and complaints.
• Oversee cross-functional work areas targeted to resolve issues raised by clients.
• Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge.
• Maintain complete and accurate customer correspondence data.
• Identify and develop problem-solving methodologies to resolve customer issues.
• Manage customer service operations, which deal directly with customers and are the first point of contact.
• Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
• Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
• Read instructions from PO to have a clear understanding of the nature of the job.
• Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirements.
• Ensure the pre-clearing process is completed before dispatching to operations.
• Real-time update of internal systems and database (intranet) with the progress of all jobs (projects).
• Ensure Daily update is sent to clients (4 pm-5 pm)
• Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures.
• Submit FECD documents using the client’s checklist.
• Receive container cards and waybills from the haulage department.
• Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects).
• Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business.

Minimum Qualifications & Experience

• 5-6 years of relevant experience
• Proven working experience as a Customer Service Manager or in a relevant role
• Sound knowledge of the Logistics Industry.