Customer Service Manager at Reckitt Benckiser Nigeria

Reckitt Benckiser is the world's leading consumer health and hygiene company. Every day, across 60 countries, we work with the best people to challenge conventional thinking and strive to find even better ways to give people innovative solutions for healthier lives and happier homes.

We trust people in what they do and we give full accountability and autonomy to make things happen. That’s how we generate the game-changing ideas that built 19 iconic Powerbrands around the world, such as Nurofen, Strepsils, Mucinex, Dettol, Lysol, Finish and Vanish.

We are recruiting to fill the position below:

Job Title: Customer Service Manager

Location: Lagos-Island, Lagos

About the Role

• Reckitt is looking for an inspiring Customer Service Manager to shape the heart of our customer experience.
• Your role will extend beyond managing day-to-day service interactions; it involves nurturing multicultural teams to cultivate excellence in everything we do.
• You will be the champion of our customer-first approach, empowering your team to create meaningful connexions and ensuring every interaction is a step towards a brighter future.
• Enhance your leadership journey with us, where your innovative spirit and dedication to service can truly make an impact.

Your Responsibilities

• Provide stellar customer service by representing and understanding the distinct needs of our customers.
• Manage team operations to ensure effective problem resolution, capacity planning, and smooth supply chain coordination.
• Work closely with cross-functional teams to maintain optimal inventory levels and on-time product delivery.
• Establish and deepen customer relationships, ensuring seamless transactions and service quality.
• Identify and action opportunities to improve business processes and customer satisfaction.
• Motivate and guide your team to optimise workflows and amplify service excellence. 
• Improve customer service experience, create engaged customers and facilitate organic growth
• Set clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment 
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Adhere to and manage the approved budget

Requirements
The experience we're looking for:

• Bachelor's Degree in Business Administration or relevant field 
• A minimum of 5 years' proven experience in customer service position
• Proficiency in Microsoft Office and customer service software
• Outstanding written and verbal communication skills
• Good understanding of management practices and technique
• Solid background in customer service with a grasp of commercial insights and technical know-how.
• Demonstrated success in collaborating for project delivery with various stakeholders.
• Proficient in identifying and meeting the unique requirements of customers.
• Experience in team leadership, with an ability to foster a strong customer-oriented culture.
• Analytical thinker with intermediate technical skills, supported by advanced data analytics knowledge.
• Supply chain, logistics, and business process improvement expertise.

The skills for success:

• Supply Chain Management
• Business Partnership
• Collaboration and partnership building
• Relationship Management
• Business Acumen
• Productivity management
• Improve business processes
• Advanced Analytics
• Data Analytics
• Supply Chain Planning
• Logistics Management.

What we offer

• With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.
• We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market.
• Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results.
• You will be rewarded in line with Reckitt's pay for performance philosophy.

Application Closing Date
Not Specified.