Customer Service Manager

West Africa Container Terminal (WACT)

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West Africa Container Terminal (WACT) is one of the first greenfield container terminals to be built in Nigeria under public-private partnership. WACT is located in Onne port (some 30kms from Port-Harcourt) in Rivers State. We have been successfully connecting East, North, West Central Nigeria and Rivers state to the world. This has been possible through top-quality services, cordial business relations with customers, regular interaction with stakeholders, human resource development, modern handling equipment and superior e-commerce capabilities.

Key Responsibilities

  • Resolve Customer complaints and concerns quickly and efficiently by proper liaison with Operations, Planning, and Finance Department
  • Establish proactive communication with the customer to ensure their understanding, handle quality and service issues, and develop/maintain customer loyalty.
  • Interact with customers concerning orders & shipments.
  • Interact with customers to advise shipment
  • Initiate tracers with carriers
  • Make changes to shipments where necessary
  • Solicit sale of new or additional services using inside/telesales channel
  • Handle irate customers in a professional manner
  • Obtain customer feedback information & makes necessary analysis available to management on a regular basis
  • Prepare correspondence to customers, regarding port procedures and notifications.
  • Contact customers regarding any documents needed, such as customs declaration, manifest, etc.
  • Contact customers regarding invoice payments.
  • Meet with customers to solve any problems that may arise.
  • Act as an escalation point for the receivable manager on timely payments of invoices by customers and personally calls customers if they are past due in payment.
  • Assist when necessary in establishing or reviewing customs and other external procedures affecting port users.
  • Co-ordinate customer issues with the relevant department
  • Manage and maintain relationships with key accounts, local stakeholders.
  • Update & maintain customer database, customer and company profile with assistance from sales.
  • Constantly follow up on service trends, customer preferences, assist the MD and commercial team on the development of Customer Satisfaction surveys

Job Requirements

We are looking for:

  • A college degree in business preferably in marketing.
  • At least five to seven years of customer service experience in a service industry. Experience in import/export documentation, billing, and other similar areas of operation is preferred.
  • Experience in Direct Sales is an added advantage
  • Thorough knowledge of import/export documentation, such as manifests, declarations, etc.
  • Knowledge of port rules and regulations.
  • Excellent interpersonal skills; an ability to interact with customers both diplomatically and firmly, when necessary.
  • Strong managerial and leadership capabilities.

We Offer

  • A wide range of national and international career opportunities.
  • Opportunities for professional growth in a dynamic environment acquiring skills, knowledge and exposure to a service provider set up & marketing of services. General exposure to terminal management

This job originally appeared elsewhere.

Summary

Company

West Africa Container Terminal (WACT)

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Rivers

Specialization

Sales/Business Development

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

5 - 7 years