Reports to the Head, Operations
The Customer Care Manager’s key responsibility is to develop and implement strategic plans to improve customer service and the organization's revenue using knowledge of products, systems, processes and procedures.
Operationally, he/she is responsible for ensuring the highest level of customer service to both internal and external customers (dealers, transporters, industrial customers) on day-to-day activities.
The Customer Service Manager plays a key role in the development of efficient order to delivery processes, and oversees the management of the process towards achieving set goals and targets.
The Customer Care Manager is also responsible for carrying out periodic surveys to measure customer satisfaction and also access the performance of frontline service providers and extant processes.
Develop and implement Customer care strategies and policies that reflect best practices in the area of order management, complaints management and sales audit, focusing on efficiency and effectiveness.
Develop and monitor SLAs between Customer care unit, Logistics and Sales towards the realization of service level targets for all customers.
Develop strategies to monitor day to day order to cash transactions on Oracle to protect the organization from any exposure/loses
Gathering and building strategic information on our customer’s ordering pattern and promoting point of sale optimization at the various outlets
Developing and implementing customer feedback mechanism in liaison with corporate communication to evaluate customer service quality, determine customer needs and opportunities for improvement
Evaluate responses from feedback mechanism and lead efforts prepare and implement action plans for improvement
Enforce effective relationships with our high value customers
Ensure the development, motivation and performance of staff in the Unit.
Continuously capture available data on customer intelligence to improve demand forecast, which would enhance supply chain performance.
Oversee the day-to-day running of the customer care unit, monitoring supervisors and their activities to ensure compliance to company processes and procedures
Ensure effective handling of customer’s enquiries and complaints -with the sales team acting as interface between the customer and the relevant units to dealing with the issues
Interface with the terminal team, fleet and the other units of the department to address issues that affect product distribution.
Trigger alerts to all stakeholders for any identified gaps or breaches, ensuring order fulfillment plans are effectively and efficiently executed.
Act as brokers to drive openness and honesty from the Branch Coordinators and the dealers /customers, whilst providing adequate and effective sales support to the sales team.
Resolve problems that affect the service, efficiency and performance of the frontline service personnel’s.
Deliver prompt and professional solutions for customer enquiries and complaints management via phones, email etc.
Effectively contribute to the management of operational costs in the department in line with the cost saving direction of the organization
Ensure full compliance to Control & Standard and EHSSQ Policies as pertaining to Operations business.
Lead formulation of relevant procedures and work plans (for Customer Care Unit) with regards to implementation and monitoring in order to achieve full compliance to company policies as relating to EHSSQ, Control & Standard and other regulatory I statutory requirements.
Lead/assist in aggressive monitoring and auditing of EHSSQ critical assets such as plants, terminals etc. to prevent all unsafe conditions and practices by employees and other stakeholders.
Ensure all audits and related reports are submitted and necessary escalations done timely for all unsafe acts and breaches.
1st degree in Business Administration, Economics or any other Social Science Discipline
Oil & Gas Industry Dynamics
Effectiveness and efficiency of enquiries and complaints management system
Adequacy and accuracy of information on customer ordering pattern
Order to Cash Transaction efficiency
Internal and External customer satisfaction levels
Quality of relationship and collaboration with stakeholders Quality of customer service strategies and action plans to drive improvement
Effectiveness of feedback mechanism
Level of awareness and compliance to EHSQ among staff. Total Quality Management
Business Performance Monitoring & Reporting
Product Knowledge Customer Service
Team work Conflict resolution
PC Utilization (Excel, Word, Power Point)
5 to 8 years