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Nairaland Forum / Nairaland / General / Career / Vacancy For A Customer Service Manager (freight /shipping) (389 Views)
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Vacancy For A Customer Service Manager (freight /shipping) by tolex29(f): 5:05pm On Feb 08, 2017 |
Our client is one of the world’s leading providers of freight forwarding and supply chain management services with branch offices in different countries all over the world. Job Location: Lagos State Reports To: The Managing Director Job Summary: • 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. Job 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. Job Knowledge, 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 & Application: • N6 million to N8million per annum depending on experience (open to negotiations). Application Suitable applicants should forward CVs to mgtpositions@stresert.com using "SCM & name of past shipping/freight company" as subject of mail before March 7, 2017 (For example, "SCM-Alhoy Shipping Limited". Only qualified candidates will be contacted for interviews. |
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