Customer Service Manager – West Africa Container Terminal at Maersk Group

West Africa Container Terminal (WACT) is one of the first green field container terminal to be built in Nigeria under public private partnership. WACT is located in Onne port (some 30kms from Port-Harcourt) in Rivers State. We have been successfully connecting East, North, West Central Nigeria and Rivers state to the world. This has been possible through top-quality services, cordial business relations with customers, regular interaction with stakeholders, human resource development, modern handling equipment and superior e-commerce capabilities.We are recruiting to fill the position below:Job Title: Customer Service ManagerLocation: Onne, Rivers  Key ResponsibilitiesResolve Customer complaints and concerns quickly and efficiently by proper liaison with Operations, Planning and Finance DepartmentEstablish proactive communication with customer to ensure their understanding, handle quality and service issues, and develop/maintain customer loyalty.Interact with customers concerning orders & shipments.Interact with customers to advise shipmentInitiate tracers with carriersMake changes to shipments where necessarySolicit sale of new or additional services using inside / tele sales channelHandle irate customers in a professional mannerObtain customer feedback information & makes necessary analysis available to management on a regular basisPrepare correspondence to customers, regarding port procedures and notifications.Contact customers regarding any documents needed, such as customs declaration, manifest, etc.Contact customers regarding invoice payments.Meet with customers to solve any problems that may arise.Act as an escalation point for receivable manager on timely payments of invoices by customers and personally calls customers if they are past due in payment.Assist when necessary in establishing or reviewing customs and other external procedures affecting port users.Co-ordinate customer issues with relevant departmentManage and maintain relationships with key accounts, local stakeholders.Update & maintain customer data base, customer and company profile with assistance from sales.Constantly follow up on service trends, customer preferences, assist the MD and commercial team on development of Customer Satisfaction surveys 

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