Customer Service Head Job in a Cement Manufacturing and Concrete Mix Production in Lagos

Stresert Services Limited – Our client is into Cement manufacturing and
concrete mix production. We are currently recruiting for suitably
qualified candidates to fill the position below:


Job Title:
Head of Customer Service Management
Location: Lagos
Job Level: Senior Manager
Department: Logistics
Report to: Director Logistics
Summary of the Job

  • Provide excellent customer service and promote this culture throughout the organization.
  • Keeps the department running in an efficient and profitable
    manner, to 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
  • The performance in this role will help build a superior customer satisfaction, increase loyalty and generate more sales.

Main Activities/ Responsibilities with expected dedicated %

  • Develop, Implement, Review customer service policies and procedures – 30%
  • Implement high-impact service actions to develop superior relationships with the most profitable customers – 15%
  • Support Logistics in service delivery monitoring to customers – 10%
  • Handle complex and escalated customer service issues – 10%
  • Build/Develop statistics based system to determine customer satisfaction level, order fill rate etc. – 20%
  • Develop, implement a value creation tool to help improve sales and benchmark with competition – 15%

Dimension:

  • This position covers all Company operations in the West with a
    strong field support needed in East and North in the first months:

    • Subordinates: 3 direct staff; 14 indirect staff and 5 Contractors
    • Fleet size: 2500 trucks
    • Volume: 8 MT now; 9.5 MT in 2016
    • Capex & Opex: To Be Determined
    • Cross functional: Logistics, Sales, Marketing, Industrial and Finance
  • Successful implementation of customer service in East and North and build a solid team across the country
  • Streamline processes at an early stage for visible and effective results
  • This position manages all employees of the Unit and is
    responsible for the performance management and hiring of the employees
    within the Unit
  • Lead the entire Customer Services cycle from cash to order
    generation and processing, up to the upstream delivery fulfillment
    interface with the customer
  • Planning, assigning, and directing work
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Profile Required
Job Knowledge, Skills & Experience & Education:

  • In-depth knowledge of customer service policies and practices
  • Proficiency in CRM systems, MS Office applications
  • Thinking, analytical, problem solving skills
  • Strong communication and influencing skills
  • Interpersonal skills
  • English at Professional Proficiency, other languages optional
  • B.Sc in Supply chain, Marketing, Business Administration
  • MBA will be an added advantage
  • At least 8 years experience in a Senior customer service management role
  • Active listening skills and high stress tolerance level
  • Very strong leadership capabilities
  • Discretion and Decision making
  • Good supervisory and people management skills
  • Organizing and planning skills
  • Negotiation skills

Mobility Requirements:

  • Based in Lagos or approved HQ location
  • Some travel to Sales Admin, plants and customers locations essential
  • Role requires flexible working times

Remuneration
Salary budget is between N18, 000, 000 – 20, 000, 000 gross/ annum.


How to Apply

Interested and qualified candidates should forward their CV’s to: mgtpositions@stresert.com using ‘SM – 9.5MT’ as subject of mail.

Note: Qualified candidates will be contacted for interviews.

Application Deadline  10th December, 2016. 

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