Head of Customer Service

Job Purpose

Lead the whole of Customer Service Departments by overseeing and steering the full range of Export and Import Customer Service activities for the respective Region. Set and develop the framework and direction for the Import and Export Customer Service activities, priorities and targets. Enable superiors and teams to deliver and meet business objectives and CS targets. Pro-actively manage and strengthen our customer portfolio and build strong customer relationships within the Customer Service disciplines. Be an active participant in the continuous improvement of the department’s daily functions and procedures.

Primary Job Responsibilities 

To provide direction, vision and strategy by empowering and motivating direct and indirect reports to achieve success.  Foster a strong desire to do well through actively managing performance, attracting new and developing existing talents.  Create an environment where everyone is enabled to perform to the best of their abilities. Manage the interface between customers and operations in order to meet targets and increase profitability.  Develop new approaches and tools that help CS to increase efficiency, accuracy and productivity that have a positive impact on the bottom line. Ensure cost and commercial awareness of all CS disciplines and ensure that profit margins are managed accordingly.  Take commercial decisions that are beyond staffs’ authority limits. Point of escalation (before Director) for customer issues and complaints. Provide leadership to ensure effective communication between ONE and customers. Maintain and develop personal relationships with other departments in order to optimize communication and process efficiency.

Required Skills and Competencies 

At least 5 years of experience in a strategic and Customer Service position in logistics business. Fluent in 1st language of Ghana and in English  Broad Shipping knowledge (Added Advantage) People Management Analytical and Strategic Thinking skills Strong communication and Influencing skills Inspiring personality Very good economical know how & understanding

Scope of Role 

Reports to: Director (Ghana)

Reporting to Job Holder: Managers, Team Leaders, CS Coordinators, Export Space Coordinator 

Breadth and Range of Responsibilities: In addition to the major responsibilities detailed in this job description, the job holder will carry out any other duties or projects that are assigned by the company. There will be a requirement to be flexible on hours of work in accordance with operational business needs, this will also be required to assist the department to meet its KPI’s.