Our client has been in existence for more than 40 years in Africa, their major product has become the leading brand, strongly integrated into the local culinary heritage. Today, our client's products is a well-loved brand reputed as a friend and a partner to women in their efforts to nurture happy and healthy families. Every year, 4 billion products from our client are consumed throughout the African continent. Our client is actively present in Spain, Italy, Netherlands, Russia, CIS Republics, 30 countries in Africa and the Middle East.

They currently have an opening for Customer Service Manager – Lagos

Job Summary:

We are looking for an experienced Customer Service Manager (CSM) to provide excellent customer service and to promote this idea throughout the Organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

MAIN RESPONSIBILITIES:

Together with the demand Planner, lead the forecasting process trying to get the best forecast accuracy, in order to optimize the planning, supply and production processes.
Agree with Sales Management the customer service conditions, trying to optimize customer satisfaction and efficiency for the company.
Agrees with Logistic team the delivery conditions o customers, trying to meet the service level targets at the most efficiency cost.
Lead the Pricing Committee to agree the sales prices to customers with Sales and Finance management
Lead the Credit Committee, to decide the payment and credit conditions with customers
With the Logistics team, being responsible for the orders and deliveries to customers With the Sales team, being responsible for customers cash collection With the Operations team, being responsible for the product availability
Responsibility for achieving the committed sales in front of General Management Responsibility for achieving the target in Account Receivables in front of Finance Management
Being the Credit Manager for the Nigeria Business Unit

Supervising the order to cash process execution:
Order management from the Front Office team
Delivery orders to the warehouse from the Delivery Manager
Delivery confirmation from the Front Office team
Billing from the Back Office team
Collection and accounting from the Back Office team
Calculation and payment of discounts
Customers and Credit Master data from Front and Back office teams

ORGANISATION:
- Reporting to the BU General Manager Reporta and to the Customer Service Director
Africa
- With 3 area reports: Front Office, Back Office and Demand Planning/Delivery Management (around 5-10 direct reports)

Requirements
- Bachelor’s degree in Economy, Business Administration or Engineering
- At least 5 years of experience in Customer Service area
- People Management skills
- Proficiency in English and Strong client-facing and communication skills
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications

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Pls Note: Only Suitable candidates will be contacted