Head, Customer Service Management at Stresert Services Limited

Employment Nigeria 10-Dec-2016 ₦1,000,000+ LAGOS , Customer Service Administrative

Stresert Services Limited - Our client is into Cement manufacturing and concrete mix production.

POSITION : Head of Customer Service Management

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.

How to Apply
Interested and qualified candidates should forward their CV's to: mgtpositions@stresert.com using 'SM - 9.5MT' as subject of mail.

Note: Qualified candidates will be contacted for interviews.

Sorry the application deadline for this job has elapsed

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Head, Customer Service Management at Stresert Services Limited

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