Customer Service Team Lead in Lagos, Nigeria

at Genesis Consulting Agency

Import and Export
Import and Export
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

Company Profile

Are you an assertive and enthusiastic individual aspiring for better developmental growth in line with your customer service career plans within a global business? Have you been looking for a more challenging experience? Can you raise the bar and create a positive impact? Damco Nigeria has an opportunity for you.

Key Responsibilities

 Ensure service delivery in line with customer expectations for import/Export customers
Manage relationship with current & new customers
Manage relationship with current customs and other government agencies.
 Coordinate handling of files between Customer service and Operation units.

Primary Responsibilities:
 Ensure Damco delivers the product sold to customers.
 Manage job costing for operation as per approved template.
Coordinate handling of file between departments and ensure file is handled in a timely manner.
 Send daily status update on current files.
Manage written correspondence between OPS department and Customer service.
Keep Customers updated on cargo status before and after arrival of vessel.
Confirm and verify declarations then advise clients of expected duty amount and HS code(s) used.
 Supervise clerks who raise Invoice for shipping/terminal and other charges which must be prepaid.
Receive duty receipt from clients and handover to responsible operations clerk.
Follow up on entries with operations clerks and advice customer on status.
 Advice customers on queries encountered during verification/examination and discuss/agree on a workable solution.
 Proffer ideas and solutions to all queries from government agencies.
 Escalate all major issues that cannot be resolved by self to customer service manager.
 Ensure files are concluded timely and cross-checked for all necessary documents with attachments and ensure handover to documentation team for invoicing.
 Follow up with trucking team for delivery of containers for revalidation etc.
 Update fields in TrakIT that are assigned to function in a timely and correct manner.
 Ensure CS Manager is in the know of all major communication with customer service teams.
 Coordinate performance review meetings with clients on monthly basis


Secondary Responsibilities:
 Maintain and enhance close working relationships with all other internal customers and government authorities.
Ensure operational excellence and coordination
Ensure pro-active communication internally and externally.
 Ensure all issues affecting Damco are addressed within Organization as deemed required.
 Ensure Data Quality of TrakIT updates.
Proactively suggest best possible ways of working and resolve issues/queries.
 Avoid major risks to the company


Position Qualifications:
 A degree in business management, social sciences or equivalent is desirable.
 Proficient in English as well as relevant local languages (verbal and written).
 Minimum 3 years of experience in logistics industry and customer service operations department for a fast-paced service company.
Good knowledge in customs documentation and requirements.
Excellent communicator, persuasive and enjoy solving problems.
 Ability to work in a team.

Technical Skills:
 Basic proficiency in MS office

How to Apply
Interested and qualified candidates should send their applications and CV’s to:

  Apply Now

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