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Customer Service Manager at a Logistics Company – Dragnet Solutions Limited

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Dragnet Solutions Limited – Our client, a Logistics company, is recruiting suitably qualified candidates to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Description

  • Our client is currently recruiting for a Customer Service Manager to Establish and manage profitable client relationships geared toward revenue generation.

Key Role

  • Develop and implement excellent customer service processes and procedures to ensure operational excellence.
  • Manage the relationship in terms of operational updates between the company Operations and Clients.
  • Ensure that clients are handled in a professional manner and that they are provided with accurate information about the service provided
  • Develop and implement customer service processes and procedures to improve operational efficiency.
  • Receive and track reports on clients’ pipelines, open quotes, and complaints.
  • Oversee cross-functional work areas targeted to resolve issues raised by clients.
  • Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge.
  • Maintain complete and accurate customer correspondence data.
  • Identify and develop problem-solving methodologies to resolve customer issues.
  • Manage customer service operations, which deal directly with customers and are the first point of contact.
  • Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
  • Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
  • Read instructions from PO to have a clear understanding of the nature of the job.
  • Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirements.
  • Ensure the pre-clearing process is completed before dispatching to operations.
  • Real-time update of internal systems and database (intranet) with the progress of all jobs (projects).
  • Ensure Daily update is sent to clients (4 pm-5 pm)
  • Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures.
  • Submit FECD documents using the client’s checklist.
  • Receive container cards and waybills from the haulage department.
  • Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects).
  • Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business.

Minimum Qualifications & Experience

  • 5-6 years of relevant experience
  • Proven working experience as a Customer Service Manager or in a relevant role
  • Sound knowledge of the Logistics Industry.

Application Closing Date
14th October, 2022.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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