JOB DESCRIPTION
Department – Operations
Unit - Customer Service
Job Summary /Objective:

The staff will be responsible for attending to customers’ requests and inquiries, resolving customers complaints and generally serve as a face between the company and its customers. 

ACADEMIC REQUIREMENT

HND/B.Sc in any  discipline with a minimum of 2nd class honours.
MUST have completed NYSC programme.

JOB DUTIES/RESPONSIBILITIES:

Technical Core Skills
Attending to terminal cargo enquires, objections and complaints
Drafting daily and monthly report on major customer’s enquiries, complaints, and objections, and suggestions. ( Tabular report format)
100% compliance with cargo SOP.
Ability to work with CARGO SIMPLY software.
Weekly/ monthly report on number of customers attended.
Maintain customer data base.
Carryout quick response to customer enquiries and complaints ranging from: Damaged shipment, missing shipments and delayed shipments. Keep all units concerned informed about any the identified issues listed.
Respond to sales enquiries and forward report of sales enquiries to the Customer Service Supervisor for follow up.
Respond to RFI and RFQ including filed assessment request and forward report to Customer Service Supervisor for further action.
Ensure cargo operations are carried out with full compliance with regulatory standards.

COMPETENCIES/ SKILLS:
Management/Behavioural Skills

Professionalism - Always demonstrates highest level of ethics and compliance with regulations  and policies while possessing the right skills and competency for the task
Accountability -Demonstrates the state of being accountable by holding others accountable and also showing ownership and responsibility for assigned tasks and company property
Outstanding - Consistently delivers superior results and embodies an exemplary conduct and behaviour
Efficiency-  Always completes assigned tasks in a timely manner in a safe environment compliant with regulatory standards
Aggressiveness - Vigorously and passionately follows up and follow through to ensure that set objectives are achieved in record time
Integrity - Maintains high level of probity and will do the right thing at whatever cost
Discipline - Maintains highest ethical and moral standards while presenting a well groomed professional personal appearance
Team Work - Commits to the culture of mutual accountability that promotes performance based values, to drive audacious targets in a fair equitable and inclusive work environment
Result Orientation- fiercely focused on business goals and achieves set targets and tasks in record time
Strong problem solving skills

Key Performance Indicator

Ensure customers complaints are resolved within 48hrs
100% accuracy of timely responses for all online queries and enquires
100% monitoring of compliance of operation at various terminals
Timely preparation of all reports weekly and monthly

Technology Skills –

Database Management/ Analytics skills
Use of Physical Internet
Cargo Simply Software
Proficiency in use of relevant Technology and software for inventory management, operational logistics and supply chain management and tracking
Equipment/Technology:
Personal Computer,
Work Context
Electronic Mail
Telephone
Computer
Face-to-Face Discussions
Contact With Others
Work With Work Group or Team