Customer Service Manager at Reeds Africa Consult

To lead and oversee the customer service department, ensuring the delivery of excellent service standards, efficient logistics communication, and client satisfaction across the supply chain. The role involves managing customer relationships, coordinating with operations, and ensuring service excellence in alignment with the oil logistics industry’s demands.

Job Description

Key Responsibilities:

Customer Relationship Management:

• Serve as the primary point of contact for key clients in the oil and logistics sector.
• Ensure timely and professional communication with clients regarding orders, delivery timelines, and service updates.
• Resolve escalated customer issues promptly and effectively.

Order & Delivery Coordination:

• Liaise with operations and transport teams to ensure timely and accurate order fulfillment.
• Track deliveries, provide customers with real-time updates, and manage delivery documentation.
• Ensure customer requests are clearly understood and communicated across departments.

Team Leadership:

• Supervise and train the customer service team.
• Set performance targets and monitor service KPIs.
• Coach team members to handle client interactions professionally and efficiently.

Process Improvement & Reporting:

• Analyze customer feedback to identify trends and areas for improvement.
• Recommend process improvements to enhance customer experience and operational efficiency.
• Prepare and present periodic reports on customer satisfaction and departmental performance.

Compliance & Industry Standards:

• Ensure all customer service activities adhere to internal policies and industry regulations.
• Maintain data confidentiality and compliance with health, safety, and environmental standards specific to oil logistics.

Job Requirements

Qualifications & Experience:

• Bachelor’s degree in Business, Logistics, Supply Chain, or a related field.
• Minimum 6 years’ experience in customer service, preferably in oil, gas, or logistics industries.
• Proven team leadership and people management skills.
• Strong understanding of supply chain and delivery operations.
• Excellent communication, negotiation, and interpersonal skills.
• Proficient in CRM systems and Microsoft Office Suite.
• Integrity and Professionalism.