Customer Services Manager at UniCem Nigeria

UniCem stands for advanced technology, quality product and the leading supplier of cement in the South-South and South-East regions. As the second largest cement plant in Nigeria, our core activities are the manufacture and sale of Ordinary Portland Cement.

UniCem has its head office based in Calabar and all cement manufacturing operations have been consolidated at the 2.5million tons per annum Mfamosing plant, north-east of Calabar.

Job Title: Customer Services Manager

Job ID: 5752452
Location: Calabar, Cross River State (Nigeria)

Job Description
This position is responsible for managing the Customer Service department and leading the function within the organization working closely with sales, plant, supply chain, IT, finance and other related departments to serve both existing and prospective customers and facilitate efficient provision of the highest levels of customer service aiming to use service as a differentiator for our products, and making UniCem as a supplier of choice.

POSITION WITHIN THE ORGANZIATION

• Reports to the Sales Director.
• Works closely with managers (& staff) in the Plant (Packing house, Plant Mgr, Quality, Production, etc.) Logistics, Information Systems, ERP system administrator, Sales and Finance (Account Receivables)
• Member/ co-coordinator of the S&OP team

MAJOR ACCOUNTABILITIES AND ACTIVITIES
1.) Management of the Customer Service Centre, including:

• All documentation (physical & on the JDE-ERP system) related to customers – receipts of payments, sales orders, deliveries, invoices, statement of accounts, etc.
• All communication to customers (through phone, emails, SMS or letters) regarding their payment and pending order status, deliveries, account reconciliation, requests and complaints.
• Be the contact point for the customers for their business transactions with Unicem related issues.
• Work very closely with the National Sales Manager (& team) to plan and schedule the loading/delivery of cement on daily/ weekly/ monthly basis.
• Work closely with logistics and plant, for them to provide in timely manner (& as per schedule) transportation and loading of Bulk/ Bag products.Provide dedicated support to Key account Customers to meet their specific needs.

2.) Effectively positioning the function to contribute to competiveness of the business:

• Structuring, the function, continuously reviewing this structure to ensure ongoing alignment to take advantage of opportunities in a changing business environment.
• In conjunction with Career development, staffing, training and development as well as succession planning to ensure continuity and to build a formidable knowledge centre of outstanding service.
• Continuous review of business processes to ensure a well developed system of anticipating customer needs [jointly with plants and S&OP teams], planning for them as well measuring our performance against the plans with an aim of driving corrective decisions.
• Contribution to the development of organizational priorities to ensure alignment with drivers of customer expectations and any investments or otherwise needed to deliver these. Input as required will include into the Strategic plans, Performance improvement Plans as well as the annual budgets.

3.) Efficiency of service delivery to the market and within the business

• Responsibility for the customer service operational budget to ensure it is well planned and managed to deliver efficiency of operations.
• Agreed service standards with customers and a framework for measurement of the same to ensure corrective action is implemented. Be the OTIFIC (On Time, In Full, Invoiced Correctly) Champion.
• Site process documentation and custodian of the customer service manual as well as its continuous update.
• Responsibility for review of all exception reports as well as the follow up of matters arising to ensure potential risks are addressed.
• Ensuring correctness of Customer master data in our ERP, access control to the ERP for the entire team to address the underlying risks of data integrity.
• Optimum allocation of responsibility within the team, including ensuring a well run shift for the front office.
• Ensure all customer queries have been addressed and cross functional liaison where necessary to ensure matters are addressed and closed in line with BU procedures.
• Liaison with finance team to ensure all customer FI related matters are in order especially the running of the finance team within customer service.

Desired Skills & Experience

• A good degree from a recognized University preferably in a Commerce, Accounting or Business discipline.
• Post Graduate qualification in a business discipline is an added advantage.
• Minimum 5 years experience in a busy sales or customer service environment with supervisory or management responsibility.
• Demonstrated interface (cross-functional) management skills.
• Experience with ERPs (Enterprise Resource Applications e.g. JDE, SAP)- hands on in processing, reports and analysis.
• Excellent working knowledge of MS Excel and specifically designed spreadsheets.
• Excellent team management, communication and interpersonal skills.
• Highly motivated, dynamic, self-driven with ability to work with minimal supervision.
• Ability to work and communicate in a culturally diverse environment

Application Closing Date
31st May, 2013

Method of Application
Interested and qualified candidates should
Click here to Apply Online