POSITION : Customer Service Manager (Freight /Shipping)
Description
- Provide excellent customer service and promote this culture throughout the organization.
- Keep the department running in an efficient and profitable manner
- 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.
Responsibilities
- Act as the first point for customers complains; resolving customer issues and attaining efficiency goals.
- Responsible for communication to and retention of client accounts.
- Responsible for the leadership objectives of the organizations customers account.
- Liaise with the freight forwarding and supply chain unit for adequate information to customers.
- Resolve complaints and order issues.
- Ask customers to provide feedback on agents and customer service experience.
- Keep abreast of new policies in the industry
- Isolate and identify areas of improvement; make recommendations to be adapted.
- Support the Freight & Supply Chain unit in service delivery monitoring to customers.
- Leverage IT (social media) to respond to customer complaints and praise.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Work closely between the supply chain and sales operations management.
- Ensures compliance with regulations, legislation and quality compliance policies.
- Any other duty that may be assigned by the MD from time to time.
Skills, Experience & Education
- B.Sc in Supply Chain, Marketing, Business Administration other related field (MBA will be an added advantage)
- Ideal candidates MUST have industry experience i.e. shipping/freight background
- In-depth knowledge of customer service policies and practices
- Proficiency in CRM systems, MS Office applications
- English proficiency
- At least 7- 8 years experience in a Senior customer service management role
Salary
- N6 million to N8million per annum depending on experience
How to Apply
Candidates should forward their CV's to:mgtpositions@stresert.com using "SCM & name of past shipping/freight company" as subject of your mail. (For example, "SCM-Alhoy Shipping Limited").
Sorry the application deadline for this job has elapsed
