Customer Service Manager at Dragnet Solutions Limited

Posted on Thu 02nd May, 2019 - hotnigerianjobs.com --- (0 comments)

Dragnet Solutions Limited - Our client, a 3rd Party Logistics Service Provider of Shipment, Clearing & Freight Forwarding services is currently seeking to engage the services of a qualified canddiate to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Job Descriptions

We are in search of an individual who is keen on service orientation and has good listening ears and strong resolve to solve problems.
The Successful candidate will need to establish profitable client relationship geared towards revenue generation, excellent customer service process and procedures to ensure operational excellence.
Manage the relationship in terms of operational updates between the Company’s Operations and Clients.

Key Responsibilities

Ensure that clients are handled in a professional manner and that they are provided with accurate information about service provided
Develop and implement customer service process and procedures to improve operational efficiency
Receive and track reports on clients’ pipeline, 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
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 instruction from PO to have a clear understanding on the nature of job.
Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirement
Ensure pre-clearing process is completed before dispatching to operations.
Real time update of internal systems and database (intranet) with progress of all jobs (projects).
Ensure Daily update is sent to clients (4pm-5pm)
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 client’s checklist
Receive container cards and waybills from haulage department
Maintain complete and accurate customer correspondence data
Identify and develop problem solving methodologies to resolve customer issues
Manage the customer service operations, which deals directly with customers and is the first point of contact
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
Monitor team performance and report on their KPI’s
Listen to team members’ feedback and resolve any issues or conflicts that may arise
Develop strategies to promote team member adherence to company regulations and performance goals
Conduct team meetings to update members on best practices and continuing expectations
Coordinate the customer service team to maintain a customer focused attitude
Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to the HR department at the end of the month
Provides encouragement to team members, including communicating team goals and identifying training needs

Other Requirements

A Bachelor’s degree in any discipline
Minimum of 6-10 years’ relevant experience
Proven working experience as a Customer Service Manager or a relevant role
Sound knowledge of Logistics Industry

Skills Requirements

Ability to communicate effectively with team and to tailor communication to different personalities and communication style
Ability to build strategy and plans to handle all types of requests and critical issues
Ability to persuade clients without using manipulation
Ability to use Customer Relationship Management Software
Readiness to always provide solutions to clients’ unresolved issues
Ability to resolve clients’ complaints in a timely and efficient manner
Ability to insight-fully engage clients
Ability to interact with clients and maintain long lasting relationships and give the highest satisfaction
Ability to express a customer-centric attitude
Ability to constantly motivate team
Possess keenness to understand the Company’s business solutions and link to clients’ requirements

Salary Expectations
N150,000- N 200,000 with commission

Application Closing Date
10th May, 2019.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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