Customer Relations and Experience Manager
Workforce Group
Lagos, Lagos, Nigeria
3d ago

Job DescriptionJob SummaryLead Customer Service, Import & Export Documentation. Has responsibility to manage, anticipate, and improve the service deliverables to our customers to improve agency performance and enhance customer experience.

Ensure teams members are properly trained & advising customer service staff, reviewing & ensuring required service levels, implementing customer service processes, methodologies & tools, handling client’s complaints & special requests.

Monitor and ensure smooth operation of all Import Release activities Arrival Notice, invoicing, Releasing, and Delivery Order Monitor and ensure POL’s request and enquiry on shipments are promptly and effectively handledKey AccountabilityMain Task% Expected Time PlannedImport Shipment ReleaseMonitor and ensure smooth operation of all Import Release activities Arrival Notice, invoicing, Releasing, and Delivery OrderMonitor and ensure POL’s request and enquiry on shipments are promptly and effectively handled.

Monitor and ensure timely follow up of unclaimed cargo which involves communication with customers, HO, and the respective POLsMonitor and ensure timely follow up of unreturned empty containers with customers Management of import team members15Import Customer ServiceMonitor and ensure all aspects of customer service are smoothly and efficiently performed services enquires, requests and complaints.

Monitor and ensure timely and effective processing of customer requests on demurrage / container deposit waiver by checking their support history and future potential for management considerationMonitor and ensure timely container deposit refund operationMonitor and ensure smooth containers step down / transfer which involves the liaison with customers and Import Documentation.

Monitor and ensure the concession file is well maintained and that periodical review with the management / BU is carried out Assist to pursue with customers on outstanding demurrage settlement Management of Customer Service team members30Import DocumentationMonitor and ensure smooth manifest operation timely receipt of manifest from POLs and VSA partners and timely dispatch of manifest to various authorities.

Monitor and ensure effective handling of manifest related enquiries / requests from POL.Monitor and ensure prompt and efficient processing of vessel and container enquires from customer.

Monitor and ensure stepdown / transfer instructions from CS are well implemented which involves the liaison amongst CS / Customers / Terminals / Off-dock depotsManagement of Documentation team members15GeneralRelationship building and maintaining with customers and forwarding agents.

Handling enquiries from POL on local matters.Rules and regulations and charges.Handling of customer complaints and cargo claims.

Export customer service monitoring timely dispatch of manifest, application of correct freight rate, providing of correct BL information to POD.

Process Improvement and Mapping to improve accuracy and timeliness of workCustomer Satisfaction Customer visit with Commercial team for benchmarking excellence40Key Performance IndicatorDevelop clear cross functional processes with ownership leadDevelop and recommend enhanced E-Commerce / Digital experienceDevelop plan to ensure excellent customer relationship for Agency VIP customersDevelop succession plan for team and cross-functional trainingCreate Mentorship strategy for key team membersEnsure close relationship with Commercial, Equipment, Finance, Operations and District teams for change management.

Key RequirementsFirst degree in Business Administration or relevant discipline Master’s in business administration is an added advantageAt least 7 years of progressive responsibility in customer service with at least 5 of those years in a managerial positionDemonstrable knowledge and experience about the Nigerian market and industry trendsProficiency in Microsoft Office and customer service softwareOutstanding written and verbal communication skillsGood understanding of management practices and techniquesKnowledge of the legal and / or regulatory Nigerian frameworkExcellent leadership and interpersonal skills.

CompentenciesCompetenciesDescriptionSelf-learningTo identify gaps and to initiate constant actions that would close the identified gaps.

Complex problem SolverTo identify & solve the problem within complex process / situation successfully. To identify potential problems in a proactive manner.

Planning and prioritizing, within time deadlines skillsTo manage team projects within timetables and priorities. To manage complex tasks with cross-functional interface projects within timetables and priorities.

Working in dynamic environmentTo lead changes and to make decisions, while taking risksQuality OrientedWork according to process - To create / update / improve policy / procedure / processes / methodology according to defined KPIs and objectives.

To define KPIs and objectives in order to improve the processProactivityTo challenge existing way of work, to initiate new ideas and seek new opportunities.

Team playerFosters teamwork and collaborations between people and teams, while establishing strong working relationship. Ensures the success of the team before the individual success.

Communication SkillsDeliver core messages that are clear and understandable, and lead to action. Has a high-level presentation skill via all channelCustomer service Approach (Internal & External)Cooperate with the customer in an effective and efficient manner that will make the customer perceive you as a partner.

Learning and Mentoring CapabilitiesAccomplish successful results while keeping good relations with all interfaces (customers, vendors, colleagues, managers, employees).

Team leader - guide his / her employees. Influence cross functions on productivity and motivation.Decision Making skillAbility to review all aspects and to decide what information is major vs.

minor.Analytical ThinkingTo translate understanding to decision makingHigh level of independencdManage coordinate between all relevant interfaces in order to get results.

Business AcumenTo understand market trends, to define initiatives and to find top-notch solutionsResult driven / OrientedConcentrates on meeting objectives, delivering to the required time, cost and quality, and holds performance to be more important than procedures .

Skillset Required : E-commerce, Business Acumen, Relationship Building, Results Driven, Analytical Thinking, Interpersonal Skill, Customer Service, Invoicing, Microsoft Office, Leadership, Communication Skill, Interpersonal Skills

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