StreSERT is a professional services organisation that offers quality
stress-free solutions to corporate organisations. We offer business
support and integrated solutions in different areas that ensure business
objectives are achieved.
Critically, we evaluate issues as they
impact your business, and consequently deploy the appropriate skills and
competencies to proffer the needed solutions.Our client is into Cement
manufacturing and concrete mix production.
HEAD CUSTOMER SERVICE MANAGEMENT
(SENIOR MANAGER POSITION)
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%
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
Salary
Salary budget is between N18, 000, 000 – 20, 000, 000 gross/ annum.
TO APPLY
Applicants
in similar responsibility and past experience (with good knowledge of
task deliverables) should forward CVs to ‘mgtpositions@stresert.com’
using ‘SM - 9.5MT’ as subject of mail . Qualified candidates will be
contacted for interviews.
DUE DATE: 10 December, 2016
Job Opening at a Cement Manufacturing Company
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