Customer Service/Shipping Manager at Dangote

The Dangote Group is one of the most diversified business conglomerates in Africa with a hard-earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.
The Group’s activities encompass:

Cement – Manufacturing / Importing
Sugar – Manufacturing & Refining
Salt – Refining
Flour & Semolina – Milling
Pasta – Manufacturing
Noodles – Manufacturing
Poly Products – Manufacturing
Logistics – Port Management and Haulage
Real Estate
Dangote Foundation

Since inception, the Group has experienced phenomenal growth on account of quality of its goods and services, its focus on cost leadership and efficiency of its human capital. Today, Dangote Group is a multi-billion Naira company poised to reach new heights, in every endeavour competing with itself to better the past.

The Group’s core business focus is to provide local, value added products and services that meet the ‘basic needs’ of the populace. Through the construction and operation of large scale manufacturing facilities in Nigeria and across Africa, the Group is focused on building local manufacturing capacity to generate employment and provide goods for the people.The Customer Service/Shipping Manager ensures that shipping operations at the Refinery run smoothly, contributing to timely and cost-effective movement of refined products, thereby supporting DPRP's operational efficiency. In addition, the Customer Service Manager will be responsible for overseeing and managing the customer service function. This role includes ensuring customer satisfaction, handling customer inquiries, resolving issues, and maintaining strong relationships with clients.

DUTIES AND RESPONSIBILTIES

Shipping Operations Management:

Coordinate all shipping activities, including vessel scheduling, berthing arrangements, and cargo documentation in compliance with company policies
Ensure timely dispatch and receipt of cargoes, adhering to operational deadlines.
Monitor and document all shipping activities
Monitor vessel movement pre-and post loading

Customer Service

Manage and lead the customer service team to ensure high levels of service delivery.
Develop and implement customer service policies, procedures, and standards.
Handle customer inquiries and complaints in a professional and timely manner.
Coordinate with other departments to ensure seamless service and communication.
Monitor and analyze customer service metrics to identify areas for improvement.
Train and mentor customer service staff to maintain high performance and motivation.
Maintain accurate records of customer interactions and transactions.
Address and resolve any issues related to shipping delays, damages, or discrepancies.

QUALIFICATIONS & EXPERIENCE

Bachelor’s degree in Maritime Studies, Logistics, Supply Chain Management, or a related field.
Minimum of 7 years of experience in shipping operations /customer service or a similar role within the Petroleum/Maritime industry.
Strong knowledge of vessel clearance processes, maritime regulations, and port operations.
Excellent organizational, communication, and problem-solving skills.
Proficiency in shipping software and logistics management and/or customer service software and tools.
Ability to work under pressure in a fast-paced environment.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle high-pressure situations and resolve conflicts effectively.
 Strong analytical and problem-solving abilities.
Knowledge of the oil and gas industry and its customer service requirements