Vacancies: Regional Depot Operations Manager, Head-Customer Care
Our Client is an emerging conglomerate with strong presence in the oil and gas sector and a strategic focus on growing a diversified business portfolio spanning all critical sectors (manufacturing, agriculture, mining and distributive trade etc). The Group is transitioning from largely entrepreneurial to a more institutional governance mode, to enable effectiveness in managing an expanding business portfolio and the challenge of implementing an ambitious growth strategy. These developments have combined to create exciting career opportunities at executive leadership, operational management professional level positions.
Position: Regional Depot Operations Manager
Ref: M 016
Locations: West, North, East, South
- This position is responsible for strengthening the Group’s supply chain network in designated/earmarked geographies by ensuring product available, quality control, efficient loading operations, security of stock and tank farm/Depot maintenance
Key Accountabilities:
- Implements the Group’s supply chain policies and strategies in the designated area/ region
- Plans and controls depot operations activities within, the region/area
- Liaises with Ports Operations in the region to process and obtain relevant documents to fulfill regulatory requirements for port transactions.
- Supervises offloading operations into the tank-farms, dipping operations by the cargo surveyors and regular stock taking exercise to keep stock of volume of products in storage
- Liaises with Head office (HR and Finance) to ensure prompt payment of Depot (including contract) staff.
- Monitors and reports on product movements and trends within the region/ area
- Liaises with organised product end users to ascertain quality of products delivered to customers
- Develops and maintains good relationship with key customers in the region/area
- Provides support and leadership to regional depot operations staff
- Facilitates the delivery of products to customer’s and ensures that customer requests and orders and promptly addressed
- Prepares reports of business transactions and manages expense accounts Develops and manages relationships with the host communities.
- Prepares daily/weekly transaction and operations reports
Skills and Competencies:
- Works well under time pressure and able to plan and organize the regional supply chain/inventory team with minimum support.
- The person must have good sound grasps of the Group’s products, ability to negotiate/network with target customers and must have good working knowledge of applicable legislation/regulations on logistics and distribution management.
Education and Experience:
- First degree in Engineering or Business Administration. Possession of a Master’s degree is an advantage,
- Membership of relevant bodies in logistics Logistics/Supply chain management e.g
- Chartered Institute of Purchasing and Supply 8 years’ relevant working experience, with at least 4 in a supervisory role in depot/tank farm management and logistics in an Oil & Gas or industrial environment.
Position: Head-Customer Care
Ref: M 017
This role supports and promotes the Group’s focus on strengthening customer relationship and service performance to ensure that customer needs and complains are effectively addressed to enable high level of customer loyalty and satisfaction.
Key Accountabilities:
- Develops customer service policies, procedures and standards, as well as service level agreements for all business units of the Group.
- Develops and implements customer service and customer care strategies and plans
- Develops and administers customer feedback or complaints procedure forms.
- Coordinates the activities of the Customer Care function and staff in all operational (depot) locations.
- Organises and coordinates scheduled customer care visits to address customer issues and/or clarify on issue resolutions initiatives and plans
- Acts to ensure that communication and Service Level Agreements between all departments are maintained effectively, so that quality service is delivered to the customer.
- Liaises with all Heads of departments to discuss and gather customer feedback issues/concerns and possible solutions to improve to customer service standards.
- Works with the Human Resource department to organise programmes to train staff on high level customer service delivery,
- Provides customers with advice and information about products and services and responds to any customer enquiries.
- Prepares and presents periodic reports to the group Executive management Team on all customer service issues and implemented actions
Skills and Competencies:
- The ideal person for this role must demonstrate excellent customer engagement, listening and persuasive skills and the ability to engage and solve problems under pressure, good interpersonal relationship management and communication capacity. The person must have good planning and organizing ability and be self-motivated and capable of influencing behavior change in a positive way that projects the Group’s interests.
Education and Experience:
- First Degree in Marketing, Business Administration or a Social Science discipline
- Membership of professional bodies in customer care e.g. Customer Care Institute (an advantage)
- 8 years experience in the customer service function of a similar organisation.
Method of Application
If you meet the requirements above, please forward your application and a copy of your resume electronically to clientrecruit@ng.pwc.com , quoting the relevant reference code for the position applied at the top right-hand corner.
Application closes 22nd June, 2011. Please not that only shortlisted candidates will be contacted.
