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

2 months ago
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
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Service Manager
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Service Manager
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customer service manager
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Customer Service Manager
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Head, Managed Services
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Soft Services Manager
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Service Delivery Manager
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Customer Service Manager
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Admin Service Manager
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Assistant Service Manager
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Technical Service Manager
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Customer Service Manager
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Service Provider Manager
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Manager, Service, OSS
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