Head of Customer Service Management at a Reputable Cement Manufacturing Company - Stresert Services Limited

Stresert Services Limited - Our client is into Cement manufacturing and concrete mix production. We are currently recruiting for suitably qualified candidates to fill the position below:

Job Title: Head of Customer Service Management

Location: Lagos
Job Level: Senior Manager
Department: Logistics
Report to: Director Logistics

Summary of the Job

• Provide excellent customer service and promote this culture throughout the organization.
• Keeps the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and customers’ retention and meet their expectations.
• Develop customer service standards, policies and procedures for the organization or department. Leverage IT and Develop ways to measure customer satisfaction, improve services, and turn customer complaints into opportunities
• The performance in this role will help build a superior customer satisfaction, increase loyalty and generate more sales.

Main Activities/ Responsibilities with expected dedicated %

• Develop, Implement, Review customer service policies and procedures - 30%
• Build/Develop statistics based system to determine customer satisfaction level, order fill rate etc. - 20%
• Develop, implement a value creation tool to help improve sales and benchmark with competition - 15%
• Implement high-impact service actions to develop superior relationships with the most profitable customers - 15%
• Support Logistics in service delivery monitoring to customers - 10%
• Handle complex and escalated customer service issues - 10%

Dimension:

• This position covers all Company operations in the West with a strong field support needed in East and North in the first months:
  • Subordinates: 3 direct staff; 14 indirect staff and 5 Contractors
  • Fleet size: 2500 trucks
  • Volume: 8 MT now; 9.5 MT in 2016
  • Capex & Opex: To Be Determined
  • Cross functional: Logistics, Sales, Marketing, Industrial and Finance
• Successful implementation of customer service in East and North and build a solid team across the country
• Streamline processes at an early stage for visible and effective results
• This position manages all employees of the Unit and is responsible for the performance management and hiring of the employees within the Unit
• Lead the entire Customer Services cycle from cash to order generation and processing, up to the upstream delivery fulfilment interface with the customer
• Planning, assigning, and directing work

Profile Required
Job Knowledge, Skills & Experience & Education:

• In-depth knowledge of customer service policies and practices
• Proficiency in CRM systems, MS Office applications
• Thinking, analytical, problem solving skills
• Active listening skills and high stress tolerance level
• Very strong leadership capabilities
• Discretion and Decision making
• Good supervisory and people management skills
• Organizing and planning skills
• Negotiation skills
• Strong communication and influencing skills
• Interpersonal skills
• English at Professional Proficiency, other languages optional
• B.Sc in Supply chain, Marketing, Business Administration
• MBA will be an added advantage
• At least 8 years experience in a Senior customer service management role

Mobility Requirements:

• Based in Lagos or approved HQ location
• Some travel to Sales Admin, plants and customers locations essential
• Role requires flexible working times

Remuneration
Salary budget is between N18, 000, 000 - 20, 000, 000 gross/ annum.

Apllication Closing Date
10th December, 2016.

How to Apply
Interested and qualified candidates should forward their CV's to: [email protected] using 'SM - 9.5MT' as subject of mail.

Note: Qualified candidates will be contacted for interviews.