Country Customer Service Manager
Description
- 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
- 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
- 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
- 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
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
Method of Application
Interested and qualified? Go to ZIM Integrated Shipping Services on www.zim.com to apply