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    Customer Service Manager at Kimberly Clark

    Jun 13, 2018 Customer Service

    category  Customer Service

    Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 150 countries. Every day, 1.3 billion people - nearly a quarter of the world's population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being. With brands such as Kleenex, Scott, Huggies, Pull-Ups, Kotex, and Depend, Kimberly-Clark holds No.1 or No. 2 share positions in more than 80 countries. With a 135-year history of innovation, we believe in recruiting the best people and putting them in the right jobs so that they can do their best work. If original thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark.

    Customer Service Manager

    Job Description

    • Build the customer service organization that will provide competitive service to our customers in West, East & Central, ensure optimum satisfaction of their demand in the most efficient way and at the required speed.
    • Set up Strategies to drive Customer Service order to cash cycle towards reaching a high Customer Satisfaction feedback.
    • Managing Customer Relationship on an operational basis, understanding customer requirements and challenges.
    • Effective And Efficient Order Management Process to ensure delivery of the products to the end markets for both local and Imports based on the agreed SLA parameters with required key controls  in place.
    • Organize and Lead the Execution  of the order management process for WECA Customers  enabling the accurate processing of order information and communication of order details to relevant parties to ensure timely execution of the order up to delivery.
    • Cooperate and participate with the Service Department in the total Account  Management process to ensure agreed expectations of Customers and other stakeholders in the Supply Chain are met.
    • Lead and Execute Supply Chain Organization objectives as it relates to service and cost delivery to customer and business respectively.
    • Identify and initiate best service methodology and processes that are appropriate for serving potentially unique and individual customer.
    • Represent the company and build relationships with Customers and Government offices (when necessary) and regulatory bodies while Collaborating with other functions in order to facilitate excellent customer service execution .
    • Participate effectively in Short , medium and long term forecasting across categories and WECA clusters that ensures that capacity and sourcing plans are based on optimal option to ensure product availability.
    • Reporting: Analyse, interpret and evaluate complex Service information and arrive at logical conclusions for ease of business decision making.
    • Communication: Compilation and distribution of accurate data and reports that track the KPIs of the Customer Service Sales and related function in order to aid good business decision making by management.
    • Develop Customer Service professionals Skill Matrix and development plans toward capacity improvement for excellence in CS Strategy execution.
    •  Leading and collaborating with diverse team in remote locations across West, East and Central Africa geographical clusters to achieve excellence in Service delivery at minimum-cost-to-serve.
    • Engage with Shipping Lines ,Clearing agents, Supply Centers across EMEA and local/cross border regulatory agencies to drive smooth collaboration towards achieving delivery excellence.

    Minimum Requirements

    • Position to be based in Nigeria with Regular presence requirement in other WECA countries.
    • Job may require some travel plan across WECA countries.
    • Bachelor Degree or equivalent (In Supply Chain, Finance or Statistics or any relevant field).
    • 5  to 10  years of Supply Chain Management  experience and 3years in FMCG customer Service Mgt.
    • More than 5 years experience working with customers and sales teams .
    • More than 3 years of management or leadership position.
    • More than 2 Years SAP Experience in O2C processing is mandatory.
    • Knowledge of CS Best Practices .

    Global VISA and Relocation Specifications:

    This role is available for local candidates already authorized to work in the role’s country only. K-C will not provide relocation support for this role.

    Primary Location

    Nigeria -Lagos

    Additional Locations

    Worker Type


    Worker Sub-Type


    Time Type

    Full time


    Method of Application

    Interested and qualified? Click the Apply now button to send your application


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