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.
Job Location:
Lagos State
Department:
Logistics
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
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.
Method of Application
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.
Application
Deadline
10th December, 2016.
Note: Qualified
candidates will be contacted for interviews.
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