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Customer Service Manager at AAB

ABB is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids serving customers in utilities, industry and transport & infrastructure globally. For more than four decades, ABB is writing the future of industrial digitalization.

As a Customer Service Manager, you will be providing logistics customer service and customer relationship management for internal customers as part of the Transport Management Center.

Qualification:

  • Ideally you will have a Bachelor / College degree with at least 3 years of experience
  • Should be advanced in MS Office skills including MS Word, MS Excel, and MS Power Point
  • APICS, ISM, or other supply chain certification(s) is a plus

 

Skills/Requirements:

 

  • Should be having excellent knowledge of general administrative / office and logistics procedures and of job specific processes to successfully execute and complete the more progressive / complex duties of the job
  • Should have understanding in transport networks across organizational boundaries (end-to-end)
  • Previous transport & logistics experience a plus
  • Should have an ability to perform multiple tasks at a given time
  • Should be having customer centric service attitude and strong communication and issue resolution skills and

 

Key Responsibilities:

  • Internal and external customer and organizational performance and delivering reporting and metrics.
  • Monitoring and responding to incoming inquiries from internal customers.
  • Being the point of escalation, if issue cannot be resolved by individual customer service staff.
  • Auditing files / reports for accuracy and to ensure closure to all assigned issues daily.
  • Maintaining internal and (in exceptional cases) external customer relationships (Customer Facing).
  • Pro-actively taking care of internal and external shipment delay communication.
  • Providing inputs to establish processes documented in standard operating procedures (SOP) for internal customer accounts.
  • Monitoring and updating internal customer-specific master data in Transport Management System (e.g. loading time windows).
  • Performing other duties as assigned.
  • Understanding customer service procedures.
  • Using Key Performance Indicators (KPIs) for measuring customer service.
  • Understanding multi-channel customer communication.
  • Having a working knowledge of the key functionalities of Transport Management Systems (TMS).
  • Know how to differentiate a "true and objective" customer complaint from a complaint for “ulterior motives” and act accordingly to it.
  • Know how to conduct root cause analysis and derive corrective actions.
  • Ability to challenge other internal departments to resolve customer issues.
  • Skilled at finding root causes of issues and ability to apply Pareto Analysis.

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