Customer Services Manager at FrieslandCampina WAMCO Nigeria Plc

FrieslandCampina WAMCO Nigeria Plc is a unique multinational FMCG & B2B company aiming to stay successful in an ever-changing and increasingly complex world. We are unique because our suppliers, the farmers, are also our owners. Since we own the entire supply chain, from grass to glass, we can guarantee the high quality of all our products. As we work in highly competitive markets, we need to be agile while balancing all interdependencies inside and outside our company. Next to a supply-driven business, our portfolio consists of many strong commercial brands all over the world.

We are recruiting to fill the position below:

Job Title: Customer Services Manager

Job ID: 60551
Location: Nigeria

Job 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’
• Ensure an adequate organization and staffing of the department, set up training and staff plans, organizing work meetings and pay attention to personnel management.

Complaint Management:

• Drives the execution of careful complaint management; provide QA department with full information on complaints and customers with full and clear information.
• Aligns with sales and customer representatives in case of high impact escalations

Supply Chain Optimization, Reporting & Innovation:

• Provide reports, analysis, and innovative solutions to the Customer Supply Chain Manager/Director.
• Facilitate credit claims by distributors to ensure timely compensation.
• Drive supply chain cost savings.

 KPIs and Continuous Improvement & Management Information

• Generate and drive supply chain data intelligence by creating new tools and leveraging out‑of‑the‑box thinking.
• Responsible to develop insightful, actionable and user friendly KPI dashboards and reports and to distribute share with relevant stakeholders
• Participates in Community of Practice and drive local implementation of BG Excellence initiatives
• Monitor, analyze and challenge the quality of the Fighting Unit order fulfillment
• Coordinate any activities related to the constraining and allocation process for the Fighting Unit [FU SPECIFIC] and determine impact on customer level  
• Continuously look for opportunities & improvements within daily work context and take ownership in implementing solutions.

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

What We Offer

• A dynamic, challenging, and innovative work environment.
• We believe in nourishing growth and offer training and personal development.
• Competitive remuneration package

Application Closing Date
Not Specified.

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