Senior Customer Service Manager

Company: IPMC LIMITED 
Skills: Customer Service
Experience: 4+ Years 
Education: Bachelors/3-5 yr Degree 
Location: LAGOS, NIGERIA 

ORGANIZATION SUMMARY
IPMC is one of Nigeria oilfield service companies providing innovative solutions, technology, and services to the oil and gas industry. The Company operates in Nigeria and has a network of, manufacturing, service, research and development, and training facilities.
It delivers innovative technologies and services designed to meet the world's current and future energy needs in a safe, ethical, and sustainable manner. Grounded by our core values and inspired by our world-class people, we are committed to being a trusted business partner to those we serve.

Role Summary:

The Senior Customer Service Manager is the focal point with the GE Oil & Gas customer(s) for the operational and maintenance topics, being the key interface for all aspects of the projects to his/her ownership.

Essential Responsibilities:
CSM is measured on its customer relationship and the ability to produce financial and operating results for the Contractual and Transactional Services. Each CSM will be required to work independently to manage its contractual portfolio, manage all activities providing the necessary support on pre and post-contractual administration and management, terms and conditions of the contract and the management of claims. CSMs are located with their respective customer and are responsible for delivering high-quality customer solutions including new products, outage planning, parts & repair delivery via project management tools.
• Accountable for the financial performance of the project (Sales / CM / Cash collection) for the project(s) to his/her ownership. 
• Accountable for the quality and OTD of the project, to reach Customer needs 
• Accountable for Customer responsiveness and communication/satisfaction. 
• Interface with GE internal departments, to deliver project obligations and facilitate site activities 
• Interact with GE tools, processes and organization to fulfill all obligations for the project(s) to his/her ownership 
• Project T&Cs ownership: resolve any unclarity in the agreement wording which may arise during project execution 
• PO ownership: Interface with functions to deliver contractual obligations in terms of supply and on-time delivery. 
• Responsible for the Project with H/O acceptance (reviewing of PO/CC/quote/CS B/plan/etc.). 
• T&Cs ownership: resolve any un-clarity in the agreement wording which may arise during the execution. 
• Responsible for the PO documentation (QCP, request & upload LOC on global trade tool, inspection docs, etc.). 
• Ensure the Doc's Management (customs clearance, TRS, COC, COO, EURI, POD, etc.) coordination & collection by Global Operations team (in terms of completion & quality). 
• Own Project tools setup and update for parts/repair (new Job opening, OKE booking, deliverables). 
• Responsible for Sales order creation (parts) and TX repair job opening. 
• Interface/coordinate with Sourcing, Pick & Pack, Billing, Shipping, forwarders where there is customer involvement or trigger commercial discussion. 
• Own Part's Code management - change order (LT, blocked codes, inactive, supplier, doc not applicable, migrated fleets, as needed 
• Manage outage scheduling (dates & scope of work), after Handoff from OPM team (technical sales), updating IRAS tool accordingly 
• Negotiate change orders with Customers.
• Identify project risks working with multiple functions to mitigate them (EHS, schedule, cash collection). 
• Ensure quality and on-time delivery of the invoices with all support documentation. 
• Accountable for Revenues Recognition Process. Accountable for "on time" payment from Customer (cash collections). 
• Identify opportunities to expand the project profitability in ways that bring value to Customers. 
• Accountable for the weekly QMI input in term s of "Backlog-Convertible-Early" / R&O for Sales and CM and for the update of CSPT accordingly 
• Accountable for backlog tool update, with support of OTR COE 
• Activate and Support Back-charge Vendor Recovery process when applicable / Insurance process. 
• Own Concession process management 
• Ensure the CIRs opened for the project(s) to his/her ownership, are closed and action items implemented, as per CIR report 
• Own Customer T-NVS and follow-up with Customer 
• Own Lessons Learned process for the project(s) to his/her ownership. 
• Activate WF for in-transit concession - only T&NI (i.e. > 10000 price). 
• Receive and strive match internal KPIs 
• Drive upsell through upgrade opportunities and new services. Drive definition 
• and implementation of a fleet strategy for the project (main focus on new-technology injection) 
• Support negotiations team during different phases, relevant to his/her own projects renewal and/or extension

Qualifications/Requirements:
• Bachelor degree/Equivalent in Engineering or other related fields 
• Project Management expertise (at least years of experience), better if associated with Technical skills and Maintenance knowledge 
• Strong oral and written communication skills 
• Strong interpersonal and leadership skills 
• Can do and problem-solving attitude. 
• Good Computer skills (i.e. Microsoft Office)