Vacancy at Kranite Nigeria Limited for Customer Relationship Manager

Employment Nigeria 14-Oct-2017 LAGOS , Customer Service

Kranite Nigeria Limited a major Supplier and Designer of Architectural Hardwares in Nigeria is recruiting to fill the position below:

POSITION : Customer Relationship Manager

Responsibilities

Identify and implement strategies to improve quality of service, productivity and profitability.
Follow up, escalate and take action if service delivery is not meeting expectations.
Develop and implement processes with the customer to ensure effective information flow to speed up delivery timelines.
Collaborate with management and account/sales managers on customer account management and growth.
Liaise with Management to support and implement growth strategies for MainOne.
Manage the development and implementation of customer service policies and procedures, including definition and communication of service delivery KPIs.
Oversee the achievement and maintenance of agreed customer service levels and standards.
Direct the daily operations of the customer service team, project management, renewals and sales admin teams.
Plan, prioritize and delegate work tasks to ensure proper functioning of the teams.
Ensure the necessary resources and tools are available for quality customer service delivery.
Directly handle complex and escalated customer service issues and track complaint resolution.
Monitor accuracy of service reporting and forecasting process as well as customer data base information.
Monitor the analysis and reporting of customer service performance, trend, availability, timeliness to deliver and capacity management.
Analyze relevant data to determine customer service outputs.
Co-ordinate and manage customer service projects and initiatives.
Evaluate and manage the performance of own teams, identifying and addressing team members’ training and coaching needs.
Manage the communication of program status, program readiness, business and other potential issues and their resolution across the organization up to Management level as required.

Qualifications

Bachelor's degree in a relevant field.
Post graduate or relevant professional qualification such as PMP or Prince 2 will be an advantage.
5 years of relevant experience with at least 3 years in a senior service delivery role.
Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
In-depth knowledge of Main One’s product and service offerings
Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
Ability to manage difficult situations and customers
Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
Advanced IFRS knowledge
Excellent interpersonal, relationship building and diplomacy skills
Excellent oral and written communication and presentation skills (at C Level)
Bid/Tender Management experience
Decisive and able to overcome delays and meet aggressive delivery timelines
Self-starter and proactive
Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
Detailed oriented and able to take ownership of assigned tasks
Accountable and dependable
Strong organization skills
Attention to details
High level of integrity and professionalism, especially in dealing with highly confidential information
Time and priority management skills.

How To Apply
Candidates should send their Applications and CV's to:info@kranite.com.ng

Sorry the application deadline for this job has elapsed

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Vacancy at Kranite Nigeria Limited for Customer Relationship Manager

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