Job Title: Customer Service & Planning Officer, A&C
Locations: Lagos Island - Epe, Lagos and Port Harcourt, Rivers
Job Type: Full time
Role Purpose
- The purpose of the role is to coordinate customer orders, production planning, delivery scheduling, customer communications, invoicing support and service execution across the ReadyMix business.
- The Customer Service & Planning Officer serves as the operational link between Customers, Sales, Plants, Logistics, Technical and Finance, ensuring efficient order fulfillment and superior customer service.
- The role plays a critical role in maximising customer satisfaction, OTIF performance, asset utilisation and operational efficiency.
Key Accountabilities
- Manage customer orders from receipt through to delivery.
- Coordinate daily production and delivery schedules.
- Ensure effective and timely communication with customers.
- Support delivery planning and dispatch coordination.
- Monitor order fulfillment performance.
- Coordinate invoicing and documentation processes.
- Drive service excellence and customer satisfaction.
- Support the efficient utilisation of plant and logistics resources.
Customer Order Management:
- Receive, process, and confirm customer orders.
- Ensure order information is complete and accurate.
- Coordinate order changes and amendments.
- Maintain customer order records.
- Ensure timely communication of order status.
Production Planning & Scheduling:
- Coordinate daily production plans with Plant Managers and Batchers.
- Translate customer demand into production schedules.
- Monitor daily production requirements.
- Support balancing of plant capacity and customer demand.
- Escalate potential production constraints.
Delivery Planning & Coordination:
- Coordinate daily delivery schedules with Logistics teams.
- Ensure truck allocation aligns with customer requirements.
- Monitor delivery progress throughout the day.
- Escalate service risks and delays.
- Support the execution of major pours and strategic customer deliveries.
Customer Service Management:
- Serve as the first point of contact for customers regarding orders and deliveries.
- Provide proactive updates to customers.
- Resolve customer queries and service issues.
- Track and manage customer complaints.
- Maintain high customer satisfaction levels.
Commercial Coordination:
- Work closely with Sales Managers and Sales Representatives.
- Support the execution of customer commitments.
- Coordinate customer delivery requirements.
- Support strategic customer account activities.
- Ensure alignment between sales commitments and operational capability.
Invoicing & Documentation:
- Coordinate delivery documentation.
- Ensure accurate ticketing and order reconciliation.
- Support invoice preparation and validation.
- Coordinate with Finance on billing issues.
- Maintain accurate service records.
Performance Monitoring & Reporting:
- Track daily order fulfillment performance.
- Monitor OTIF performance.
- Generate daily, weekly, and monthly planning reports.
- Monitor customer service KPIs.
- Support business performance reviews.
Requirements
Educational Qualification:
-
Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations Management, Engineering, or a related discipline.
Critical Knowledge:
- Customer service principles.
- Production planning and scheduling.
- Logistics and dispatch operations.
- ReadyMix concrete operations.
- Order management processes.
- Customer relationship management.
- Microsoft Office applications.
- ERP and batching systems.
- Basic financial and invoicing processes.
Critical Experience:
- Minimum 3–5 years’ experience in customer service, logistics, planning, operations coordination, or related functions.
- Experience in manufacturing, construction materials, logistics, or industrial operations is preferred.
- Experience managing multiple priorities in a fast-paced environment.
- Experience working with cross-functional teams.
Other Requirements:
- Strong organisational capability.
- Excellent communication skills.
- Ability to work under pressure and manage multiple priorities.
- Strong customer focus.
- Close attention to detail.
- Mobility required within the country.
Preferred:
- Certification in Customer Service, Logistics, or Planning.
- Experience with ERP or dispatch systems.
Application Closing Date
Not Specified.
Interested and qualified candidates should:
Click here to apply online