Customer Services Manager at FrieslandCampina

This job contributes to FrieslandCampina’ s success by ensuring the high level of competence in the Customer Care Area. The Customer Care department is responsible for a customer focused, efficient the Order to Cash process to deliver and invoice our products to our customer with the requested amount, quality and information at the desired timeslot at the lowest costs and highest customer satisfaction.

He/she will manage and co-ordinate all activities of customer service team within the Nigeria Supply chain organization, to deliver the optimum Customer service possible to Customers.

What we ask

• 5 years expert knowledge in Customer Service - Master’s/Professional degree, preferably in Supply Chain Management (added advantage).
• Experience in working in multi-functional groups.
• Knowledge of Customer Care/Service processes
• Knowledge of and worked in Supply Chain environments of either FMCG or large retailers

Description

Order Management & Customer Service Operations

• Supervise order processing for all supply points.
• Ensure analysis of Order Status Reports for all supply points.
• Manage and monitor haulage plans; track shipments to ensure on‑time delivery to customers.
• Confirm invoicing and receipt of shipping documents; ensure timely delivery to customers.
• Resolve customer issues/queries on orders, shipment status, and primary shipment forecasts.

Performance Management

• Deliver key KPIs: OTIF, primary sales volume achievement, cost savings, and cost avoidance.
• Project monthly sales and highlight risks weekly.
• Work closely with the key stakeholders across CSC & Commercial to deliver primary sales volumes OTIF.

People Management & Leadership

• Set objectives for the Customer Service (CS) team.
• Conduct mid‑year and year‑end appraisals for the CS team.
• Leads and develops a team (incl. team leads if applicable) through coaching and feedback to maximize performance of themselves and their respective teams.
• Be a supportive and active team member, creating an inspiring environment enabling development and growth
• Foster the reputation of the team as the expert in in their field by building strong bonds of trust and confidence with internal and external stakeholders
• Support to stakeholders to generate change management momentum needed within their own teams
• Establish and optimize team processes to balance dynamic business priorities
• Embed mechanisms that allow oversight of active projects, resource allocation, tracking to completion and ‘telling the story’