Vacancy: Customer Service & Logistics Manager

Job Role: Customer Service & Logistics Manager
Department: Supply Chain
Reports To: Head of S&OP, Sub-Saharan Africa   Location: Lagos
Strong relationship with: Sales, Finance, SC    

General Summary
Manage and coordinate inbound/outbound (import/export) logistics, warehousing, transportation and customer service activities for all materials and finished goods. Lead and direct strategic planning for logistics and customer services.

Primary Responsibilities
• Lead, direct and manage the warehouse and distribution operations in Nigeria, to ensure delivery of consistent high quality service level and customer satisfaction; and achieve cost efficient operations in compliance & safety in line with company policies and procedures
• Accountable together with the Supply Chain Planning manager to maintain stocks of RM, PM & FG within agreed levels
• Develop and maintain transportation system on domestic and international freight that ensures business needs are met
• Manage customer service activities including order entry, customer satisfaction, interface with sales, production, labs, regulatory, and quality ensuring that the company’s customer service creates competitive advantage in marketplace including resolving critical customer complaints
• Create, manage and achieve the overall logistics and customer service department budget
• Support the Sales and Operations Planning (S&OP) process
• Ensure Company is in compliance with laws and regulations regarding all import and export shipments/ transportation.
• Create and maintain logistics and customer service policies and procedures, and develop performance KPIs.
• Safeguard warehouse operations and contents by establishing and monitoring security procedures and protocols.
• Design and drive an efficient and effective customer delivery scheme by having optimal balance of customer service and transport costs in place
• Drive a proactive culture of root cause analysis, continuous improvement, openness and excellent customer service.
• Motivate, organize and encourage teamwork within the workforce to ensure set productivity targets are met.
• To identify best practice through ongoing benchmarking versus industry options and other FMCG operations, and to initiate changes to operational procedures which ensure that best practice methods are used by all logistics and customer service personnel
• Participate in personnel development at all levels through talent acquisition, performance management, providing opportunity for high performers, education, communication, expectation setting, and self-actualization
• Develop risk management programs to ensure continuity of supply in emergency scenario
• Perform safety stock/demand volatility analysis to drive improved customer service
• Perform related duties as assigned or as the situation dictates

Required Competencies, Knowledge, Skills and Abilities
• Proficient in standard business office software
• Excellent analytical, problem solving and organizational skills
• Demonstrated ability in managing medium to large teams of direct and indirect reports
• High degree of understanding of the Integrated Supply Chain and end-to-end Supply chain Planning processes
• Excellent oral and written communication skills
• On hand experience of best practice warehousing and logistics SOPs and tools
• Proven ability to think independently and handle multiple projects through to completion
• Record of successfully collaborating with and influencing senior management
• Demonstrated independent work initiative, sound judgment, diplomacy, analytical ability and professional demeanor
• Able to make effective presentations to diverse groups
• Able to perform financial calculations and create and manage budgets
• Experience with WMS implementation

Education and Experience
• University graduate (Master’s Degree in Business/Supply Chain Management or other relevant Supply Chain certification will be an added advantage)
• High level supply chain knowledge with at least 5 years’ experience managing others
• 5+ years’ experience in customer service and logistics within an FMCG environment
• Proficiency in the use of ERP systems, such as SAP, JD Edwards

Interestes and Qualified candidates should send their CVs to info@talentbureauonline.com

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