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  • Customer Service Manager - Lagos, Lagos State - FRU AND SONS LTD

    FRU AND SONS LTD
    FRU AND SONS LTD Lagos, Lagos State

    2 months ago

    ₦4,500,000 - ₦13,500,000 (NGN) per year *
    Description

    About FRU AND SONS LTD

    FRU AND SONS LTD is a leading company specializing in the wholesale import and export of high-quality consumer goods. We are committed to building strong partnerships across local and international markets, while ensuring excellence in service delivery.

    Position Summary

    We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support operations. The successful candidate will oversee the customer service team, develop and implement service strategies, and ensure customer satisfaction across all touchpoints. This role is crucial in maintaining client relationships, handling escalations, and driving improvements that align with our mission of delivering exceptional value in the consumer goods supply chain.

    Key Responsibilities

    Lead, supervise, and motivate the customer service team to deliver outstanding service.

    Develop and implement customer service policies, procedures, and standards.

    Ensure timely and professional handling of customer inquiries, complaints, and feedback.

    Build and maintain strong client relationships, ensuring long-term loyalty and repeat business.

    Monitor service performance metrics (response time, resolution rate, customer satisfaction, etc.) and implement continuous improvements.

    Collaborate with the Sales, Logistics, and Operations teams to ensure smooth order fulfillment and delivery.

    Train and develop staff to improve product knowledge, customer service skills, and efficiency.

    Handle escalated issues and provide effective solutions in a timely manner.

    Prepare regular reports on customer service performance and recommend strategies for improvement.

    Stay updated on industry trends, best practices, and competitor strategies to enhance customer experience.

    Qualifications & Requirements

    Bachelor's degree in Business Administration, Management, Marketing, or related field.

    Minimum of 5 years' experience in customer service management, preferably in wholesale, import/export, or FMCG sector.

    Proven leadership skills with the ability to manage and inspire a diverse team.

    Strong problem-solving, conflict resolution, and decision-making skills.

    Excellent communication and interpersonal abilities.

    Proficiency in customer service software, CRM tools, and MS Office Suite.

    Ability to work under pressure and manage multiple priorities effectively.

    Knowledge of international trade practices and logistics processes will be an added advantage.

    Key Competencies

    Leadership and team management

    Customer-centric mindset

    Strategic thinking and planning

    Strong negotiation and relationship-building skills

    Analytical and reporting abilities

    High level of professionalism and integrity

    What We Offer

    Competitive salary and performance-based incentives

    Professional development and training opportunities

    A dynamic and collaborative work environment

    Opportunity to contribute to a growing international company

    * This salary range is an estimation made by beBee
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