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Recruitment / Consulting

Latest Vacancies at Dragnet Solutions Limited, 2nd May, 2019

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Dragnet Solutions Limited –  Our client, a 3rd Party Logistics Service Provider of Shipment, Clearing & Freight Forwarding services is currently seeking to engage the services of a qualified canddiate to fill the position below:

Job Title: Customer Service Manager

Location: Lagos

Job Descriptions

  • We are in search of an individual who is keen on service orientation and has good listening ears and strong resolve to solve problems.
  • The Successful candidate will need to establish profitable client relationship geared towards revenue generation, excellent customer service process and procedures to ensure operational excellence.
  • Manage the relationship in terms of operational updates between the Company’s Operations and Clients.

Key Responsibilities

  • Ensure that clients are handled in a professional manner and that they are provided with accurate information about service provided
  • Develop and implement customer service process and procedures to improve operational efficiency
  • Receive and track reports on clients’ pipeline, open quotes and complaints
  • Oversee cross functional work areas targeted to resolve issues raised by clients
  • Ensure credible relationships are established with clients at appropriate levels through courteous, proactive service delivery, customer satisfaction, and the skillful application of specialist knowledge
  • Ensure client issues are handled throughout the job implementation life cycle in a timely and accurate manner
  • Ensure that all business solutions are implemented and maintained in line with predetermined service level agreements.
  • Read instruction from PO to have a clear understanding on the nature of job.
  • Advise suppliers to ensure PFI details are correct and adequate and meet NSC import requirement
  • Ensure pre-clearing process is completed before dispatching to operations.
  • Real time update of internal systems and database (intranet) with progress of all jobs (projects).
  • Ensure Daily update is sent to clients (4pm-5pm)
  • Ensure Daily morning update is sent to the business leaders (or KAM) on clients’ progress and report incidents outside normal procedures
  • Submit FECD documents using client’s checklist
  • Receive container cards and waybills from haulage department
  • Maintain complete and accurate customer correspondence data
  • Identify and develop problem solving methodologies to resolve customer issues
  • Manage the customer service operations, which deals directly with customers and is the first point of contact
  • Ensure that client is not left with any liabilities caused by delays or errors in the clearing and delivery of the job (projects)
  • Ensure that there is high credibility with strategic clients, through reliability and value contributed to their business
  • Monitor team performance and report on their KPI’s
  • Listen to team members’ feedback and resolve any issues or conflicts that may arise
  • Develop strategies to promote team member adherence to company regulations and performance goals
  • Conduct team meetings to update members on best practices and continuing expectations
  • Coordinate the customer service team to maintain a customer focused attitude
  • Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to the HR department at the end of the month
  • Provides encouragement to team members, including communicating team goals and identifying training needs
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Other Requirements

  • A Bachelor’s degree in any discipline
  • Minimum of 6-10 years’ relevant experience
  • Proven working experience as a Customer Service Manager or a relevant role
  • Sound knowledge of Logistics Industry

Skills Requirements

  • Ability to communicate effectively with team and to tailor communication to different personalities and communication style
  • Ability to build strategy and plans to handle all types of requests and critical issues
  • Ability to persuade clients without using manipulation
  • Ability to use Customer Relationship Management Software
  • Readiness to always provide solutions to clients’ unresolved issues
  • Ability to resolve clients’ complaints in a timely and efficient manner
  • Ability to insight-fully engage clients
  • Ability to interact with clients and maintain long lasting relationships and give the highest satisfaction
  • Ability to express a customer-centric attitude
  • Ability to constantly motivate team
  • Possess keenness to understand the Company’s business solutions and link to clients’ requirements

Salary Expectations 
N150,000- N 200,000 with commission


Deadline: 10th May, 2019.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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