Customer Service / Shipping Manager at Dangote

Job Summary

• The Customer Service / Shipping Manager ensures that shipping operations at the Refinery run smoothly, contributing to the timely and cost-effective movement of refined products, thereby supporting DPRP's operational efficiency. In addition, the Customer Service Manager will be responsible for overseeing and managing the customer service function. 
• This role includes ensuring customer satisfaction, handling customer inquiries, resolving issues, and maintaining strong relationships with clients.

Duties and Responsibilities
Shipping Operations Management:

• Coordinate all shipping activities, including vessel scheduling, berthing arrangements, and cargo documentation, in compliance with company policies
• Ensure timely dispatch and receipt of cargoes, adhering to operational deadlines.
• Monitor and document all shipping activities
• Monitor vessel movement pre- and post-loading

Customer Service:

• Manage and lead the customer service team to ensure high levels of service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Handle customer inquiries and complaints in a professional and timely manner.
• Coordinate with other departments to ensure seamless service and communication.
• Monitor and analyse customer service metrics to identify areas for improvement.
• Train and mentor customer service staff to maintain high performance and motivation.
• Maintain accurate records of customer interactions and transactions.
• Address and resolve any issues related to shipping delays, damages, or discrepancies.

Qualifications & Experience

• Bachelor’s Degree in Maritime Studies, Logistics, Supply Chain Management, or a related field.
• Minimum of 7 years of experience in shipping operations /customer service or a similar role within the Petroleum/Maritime industry.
• Strong knowledge of vessel clearance processes, maritime regulations, and port operations.
• Excellent organisational, communication, and problem-solving skills.
• Proficiency in shipping software and logistics management, and/or customer service software and tools.
• Ability to work under pressure in a fast-paced environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
•  Strong analytical and problem-solving abilities.
• Knowledge of the oil and gas industry and its customer service requirements.