Customer Services Manager

About the role

FrieslandCampina is looking for a Customer Services Manager to lead the Customer Care team within its Nigeria supply chain organization. The role ensures efficient order‑to‑cash processes, high customer satisfaction, and optimal cost management.

Key responsibilities

• Supervise order processing for all supply points and analyse order status reports.
• Manage haulage plans, track shipments and ensure on‑time delivery.
• Confirm invoicing and receipt of shipping documents, guaranteeing timely delivery to customers.
• Resolve customer queries related to orders, shipment status and forecasts.
• Deliver key KPIs such as OTIF, sales volume, cost savings and cost avoidance.
• Project monthly sales, highlight risks and collaborate with CSC & Commercial stakeholders.
• Set objectives, conduct appraisals and develop the Customer Service team through coaching and feedback.
• Drive complaint management and provide detailed information to the QA department.

Required profile

• Minimum 5 years of experience in customer service within supply chain or FMCG environments.
• Master’s or professional degree, preferably in Supply Chain Management.
• Proven experience working in multi‑functional groups.
• Strong knowledge of customer care/service processes.

Required skills

What we offer

• A dynamic, challenging and innovative work environment.
• Opportunities for training and personal development.
• Competitive remuneration package.