Customer Relations and Experience Manager at Workforce Group Full Time

Job Title: Customer Relations and Experience Manager

Location: Lagos, Nigeria
Job Type: Full Time

Job Summary

• Lead 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 handled.

Key Accountability
Main Task /% Expected Time Planned
Import Shipment Release – 15:

• 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 handled.
• Monitor and ensure timely follow up of unclaimed cargo which involves communication with customers, HO, and the respective POLs
• Monitor and ensure timely follow up of unreturned empty containers with customers Management of import team members.

Import Customer Service – 30:

• Monitor 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 consideration
• Monitor and ensure timely container deposit refund operation
• Monitor 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 members.

Import Documentation – 15:

• Monitor 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 depots
• Management of Documentation team members.

General – 40:

• Relationship 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 work
• Customer Satisfaction Customer visit with Commercial team for benchmarking excellence.

Key Performance Indicator:

• Develop clear cross functional processes with ownership lead
• Develop and recommend enhanced E-Commerce / Digital experience
• Develop plan to ensure excellent customer relationship for Agency VIP customers
• Develop succession plan for team and cross-functional training
• Create Mentorship strategy for key team members
• Ensure close relationship with Commercial, Equipment, Finance, Operations and District teams for change management.

Key Requirements

• First Degree in Business Administration or relevant discipline Master’s in business administration is an added advantage
• At least 7 years of progressive responsibility in customer service with at least 5 of those years in a managerial position
• Demonstrable knowledge and experience about the Nigerian market and industry trends
• Proficiency in Microsoft Office and customer service software
• Outstanding written and verbal communication skills
• Good understanding of management practices and techniques
• Knowledge of the legal and /or regulatory Nigerian framework
• Excellent leadership and interpersonal skills.

Compentencies:

• Self-learning: To identify gaps and to initiate constant actions that would close the identified gaps.
• Complex problem Solver: To identify & solve the problem within complex process/situation successfully. To identify potential problems in a proactive manner.
• Planning and prioritizing, within time deadlines skills: To manage team projects within timetables and priorities. To manage complex tasks with cross-functional interface projects within timetables and priorities.
• Working in dynamic environment: To lead changes and to make decisions, while taking risks
• Quality Oriented: Work 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 process
• Proactivity: To challenge existing way of work, to initiate new ideas and seek new opportunities.
• Team player: Fosters teamwork and collaborations between people and teams, while establishing strong working relationship. Ensures the success of the team before the individual success.
• Communication Skills: Deliver core messages that are clear and understandable, and lead to action. Has a high-level presentation skill via all channel
• Customer 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 Capabilities: Accomplish 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 skill: Ability to review all aspects and to decide what information is major vs. minor.
• Analytical Thinking: To translate understanding to decision making
• High level of independencd: Manage coordinate between all relevant interfaces in order to get results.
• Business Acumen: To understand market trends, to define initiatives and to find top-notch solutions
• Result driven/Oriented: Concentrates on meeting objectives, delivering to the required time, cost and quality, and holds performance to be more important than procedures

Job Requirements:

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

Application Closing Date
Not Specified.