Head of Customer Service Management Needed by Stresert Services Limited

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

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%
  • 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%
  • 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%
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 fulfilment interface with the customer
  • Planning, assigning, and directing work
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
  • 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
  • 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
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.

Job Location
Lagos

Apllication Closing Date
10th December, 2016.

How to Apply

Interested and qualified candidates should forward their CV's to: [email protected] using 'SM – 9.5MT' as subject of mail.
Note: Qualified candidates will be contacted for interviews.

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