Job Title: Customer Fulfillment Officer
Location: Lagos
Industry: Printing and Production

Scope: Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.

Reports to: Assistant General Manager, Managing Director

Duties and Responsibilities:
1. Customer Order Management
• Receive, process and verify the accuracy of orders from customers.
• Fill the Client’s brief and updates the ‘Client Priority Tracking List’ with necessary information.
• Liaise with the Graphics department to ensure that the client’s visual request is attended to and sent to the client in a timely manner.
• Liaise with the Production department, Graphics department and Procurement Officer to ensure that samples are created and sent to the client in a timely manner.
• Be abreast of all relevant information concerning an order, including changes in design and/or quantity, production status and quantity.
• Notify the relevant personnel about a client’s order including the Graphics department, Production Supervisor, General Manager, Inventory Officer and Accounts Officer.
• Liaise with the Inventory Officer and Procurement Officer to ensure that customers are offered alternatives when the original request is not available.
• Follow up with the necessary departments until a customer order is processed and delivered.

Quality Assurance and Quality Control
• Responsible to carry out regular spot checks after production to ensure that the items match the client’s order with zero errors.
• Responsible to fill and maintain the QA/QC log book and ensure that the general Manager signs off appropriately.
• Serve as the first contact person for customer enquiry, order and complaints.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Call customers after delivery and confirm that they are satisfied with the job.

Customer Relationship Management
• Maintain customer order files, including the Client brief, Visual(s), Project Timeline Log and communicates changes to the appropriate personnel/departments.
• Ensures that customers are happy with the service delivered to them and placate angry customers.
• Contributes to team effort by accomplishing related results as needed.
• Prepares and submits a weekly report to the Managing Director.
• Any other duties that may be assigned.

QUALIFICATIONS, EXPERIENCE AND SKILLS:
• Incumbent is required to have 2 years progressive customer service or direct marketing experience.
• Must work well under pressure; be able to juggle many projects simultaneously.
• Have excellent interpersonal and communication skills.
• Must also have an excellent sense of priorities.
• Should have data base management experience
• Problem Solving skills and Ability to Resolve Conflict
• Result Oriented

Method of Application: Qualified Candidates should send a copy of their CVs to applications@thejobmag.com on or before the 20th of May, 2016.

Remuneration: N90,000

Shortlisted Candidates will be contacted.

Location pls?

Location is Lagos