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Customer Service Representative

Diamond Resource Limited
Lagos Mainland, Lagos, Nigeria
November 02, 2019


Act as main link between the company and the customers. Ensure an effective communication and mutual understanding. Focus on understanding our customer’s needs.

Update and maintain customer accounts in the systems.

Collect and follow up customer orders. Ensure a close follow up of daily order entering and guarantee strict order management accuracy.

Follow up on specific payment terms; align all necessary documentation to the specific payment method.

Issuing of local documentation including Invoice, Delivery Note, Certificates and verifications when necessary.

Order tracking and follow up until delivery.

Work with Supply Chain daily to ensure smooth deliveries, ensuring that appropriate documents are at the right place at the right time.

Ensure prices, discounts and customer conditions are updated in the system, to avoid delayed payment caused by pricing errors.

Plan and manage activities of the customer service team to meet the needs of customers and support area operations.

Prepare and coordinate orders outlook as input to planning forecast, warehousing operation forecast and transport forecast.

Maintain regular meetings with key customers and sales team to review service levels and requirements and following through on action plans to further improve service.

Track customer claims and ensure a daily follow-up of outstanding items.

Investigate claims and set action plans to prevent re-occurrence.

Focus constantly on service level performance improvement.

Maintain procedures, establish standards, and administrate activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers.

Define and implement tools and reports in order to measure the Customer Service activity and its performance.