Customer Service Manager Job at DP World

DP World - We exist to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 108,100 employees spanning 74 countries on six continents. We are pushing trade further and faster towards a seamless supply chain that’s fit for the future. We’re rapidly transforming and integrating our businesses - Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

We are recruiting to fill the position below:

Job Position: Customer Service Manager
Job Location: Lagos
Employment Type: Full-time

Job Function

• This role involves taking responsibility for the effective and seamless administration of the Distribution Centre (DC) and ensuring client services meet the highest standards to achieve customer satisfaction and overarching business objectives.

Key Performance Areas
Operational & HR Management:

• Lead the warehousing process; inbound, outbound and information flow in line with GWP and agreed clients SOPs/SLAs
• Providing leadership to DC team and communicating MDS objectives and targets in Key Performance Areas (KPA) to the team.
• Prepare and forward to line manager Monthly Report based on agreed format, highlighting achievements and challenges.
• Ensures adherence to Service Level Agreements (SLA).
• Ensures compliance with management decisions and strategies regarding DC operations.
• Supervision and performance management of all DC staff, such as CSO Inventory, CSO Order Processing, Warehouse Operatives etc.
• Ensures reports are accurately and promptly rendered to the Regional Manager and clients on agreed timelines.
• Ensures monitoring and evaluation of third-party service providers performance at the DC level.

Customer Service:

• Ensures efficient service delivery to customers (prompt, accurate invoicing, and loading) and prompt resolution of complaints (within 24 hours)
• Immediate escalation of complaints beyond resolution after 24 hours to the Regional Manager.

Storage Management:

• Ensure safety, accuracy and proper handling of stocks and fraud free operations.
• Ensures adequate security of clients’ stocks.
• Supervises regular stock taking and reconciliation to ensure stock accuracy and fraud free operations.
• Ensure storage of products in the right areas, appropriate temperatures, and good conditions according to quality and regulatory standards as required.
• Ensure implementation of restrictions of unauthorized personnel into the storage area and DC.

Qualifications Required

• Bachelor’s Degree / HND in Natural / Social Sciences or any other disciplines.

Skills and experience required:

• 7-10 years of total working experience. Out of which 5 years working experience in warehousing operations with multiple clients (at least 7 clients) cut across FMCG and pharmaceutical companies or similar warehousing/logistics operation.