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.