This role supports FrieslandCampina’s success by maintaining exceptional proficiency within the Customer Care division. The Customer Care team is tasked with delivering a customer-centric and streamlined Order to Cash process, ensuring products are shipped and invoiced accurately, meeting customer specifications for quantity, quality, and information—all while adhering to preferred delivery times and minimizing costs, ultimately maximizing customer satisfaction.
The individual will oversee and synchronize all operational aspects of the customer service team within the Nigeria Supply Chain organization, ensuring the highest possible level of customer service is consistently delivered to clients.
What we ask
With a minimum of five years of specialized expertise in Customer Service, a Master’s or professional degree—ideally in Supply Chain Management—is required, with this qualification serving as a notable advantage.
Proven ability to collaborate effectively within cross-functional teams is required.
Proficient in customer care/service processes, including the ability to effectively manage customer inquiries, resolve issues, and ensure high levels of satisfaction.
Professionals should possess hands-on experience within supply chain operations, specifically within fast-moving consumer goods (FMCG) or large-scale retail environments.
Description
Oversee the order fulfillment and customer service processes to ensure seamless operations and enhance client satisfaction. Coordinate with cross-functional teams to manage order processing, tracking, and delivery while addressing customer inquiries and resolving issues promptly. Implement efficient workflows to streamline order management and maintain accurate records. Analyze performance metrics to identify trends, optimize processes, and drive continuous improvement in service delivery.
Oversee the entire order processing operations across all supply points to ensure accuracy, efficiency, and timely fulfillment of supply requests.
Conduct a thorough examination of Order Status Reports originating from all supply points to verify accuracy and completeness.
Oversee and regulate haulage schedules while closely monitoring shipments to verify punctual delivery to clients.
Verify billing accuracy and confirm receipt of all shipping documentation, guaranteeing prompt delivery to clients.
Handle customer inquiries and resolve issues related to orders, shipment status, and preliminary shipment forecasts effectively.
Manages the ongoing process of evaluating and enhancing employee performance to ensure alignment with organizational objectives and fostering professional growth. Implements structured performance reviews, sets clear performance expectations, and provides constructive feedback to optimize workforce productivity and engagement. Identifies skill gaps through regular assessments and develops targeted training programs to enhance individual and team capabilities. Collaborates with leadership to align performance metrics with strategic goals, ensuring measurable outcomes and continuous improvement. Utilizes data-driven insights to recognize high performers, address performance challenges, and implement corrective actions when necessary. Promotes a culture of accountability, transparency, and development within the organization.
Achieve critical performance metrics, including on-time in-full (MOTIF) delivery, primary sales volume targets, and both cost savings and cost avoidance.
Prepare and present monthly sales forecasts while identifying and communicating potential risks on a weekly basis.
Collaborate effectively with essential stakeholders within the Commercial Sales & Customer (CSC) teams to ensure the timely delivery of primary sales volumes, meeting the On-Time In-Full (MOTIF) performance metrics.
Leads and supervises teams through strategic planning, clear delegation, and performance evaluation to drive productivity and engagement, fostering a collaborative and high-performing work environment.
Establish clear, measurable goals and targets for the Customer Service (CS) team to ensure alignment with organizational objectives and enhance overall performance.
Oversee the implementation of midyear and yearend performance evaluations for the Customer Support team.
Drives the growth and development of a team—including team leads, where applicable—by providing targeted coaching and constructive feedback to elevate individual and collective performance.
Contribute as an engaged and supportive team member, fostering a dynamic and encouraging workplace that cultivates continuous development and personal growth.
Establish the team’s standing as the foremost authority in their domain by cultivating enduring relationships grounded in mutual respect and credibility with both internal colleagues and external partners.
To facilitate the adoption of change initiatives, collaborate with stakeholders to foster the necessary change management momentum within their respective teams.
To design and refine team workflows, ensuring alignment with evolving business objectives while maximizing operational efficiency.
Develop systems to monitor ongoing projects, allocate resources efficiently, track progress to completion, and communicate outcomes effectively.
Qualifications
BA/BSc/HND , MBA/MSc/MA
