Customer Services Manager

FrieslandCampina WAMCO Nigeria Plc is seeking an experienced Customer Services Manager to oversee order management, customer service operations, and supply chain coordination. The role focuses on ensuring efficient delivery, strong customer satisfaction, and continuous improvement across customer service processes.

• Supervise order processing across all supply points
• Monitor and analyze order status and shipment performance reports
• Manage haulage plans and ensure timely delivery of goods to customers
• Track shipments and resolve delays or delivery issues
• Confirm invoicing and ensure proper documentation of shipments
• Resolve customer inquiries related to orders, shipments, and forecasts
• Deliver key performance indicators including OTIF, sales volume, and cost efficiency
• Forecast monthly sales and identify potential risks
• Lead and develop the customer service team through coaching and performance management
• Conduct staff appraisals and support team development plans
• Manage complaint resolution and coordinate with relevant departments
• Support supply chain optimization and cost-saving initiatives
• Develop dashboards, reports, and data-driven insights for decision-making
• Drive continuous improvement in customer service processes

• Minimum of 5 years experience in Customer Service or related field
• Master’s degree or professional qualification in Supply Chain Management is an advantage
• Strong experience in FMCG or large retail supply chain environments
• Experience working with cross-functional teams
• Strong knowledge of customer service and supply chain processes
• Leadership, coaching, and team management skills
• Strong analytical and reporting skills
• Ability to drive process improvement and operational efficiency

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