Customer Service Manager

Job Opportunity in Port Moresby (POM)

To lead and coordinate customer service operations across the retail and commercial network, ensuring high service standards, safety compliance, and operational efficiency. This role supports business growth by enhancing customer satisfaction, streamlining order fulfillment, and driving service delivery excellence.

Main Responsibilities

• Supervise and coordinate the customer service team to ensure customer orders are processed efficiently within target timeframes (target: within 2 hours).
• Coordinate delivery fulfillment with regional logistics teams to ensure timely execution (target: within 24 hours).
• Track and optimize customer satisfaction and delivery performance using indicators such as On-Time In-Full (OTIF).
• Maintain precise records and generate regular sales reports and variance analyses.
• Provide accurate and timely quotations, invoices, and delivery documentation.
• Monitor customer payments and collaborate with Finance and Credit teams to manage credit coordination and keep overdue minimized.
• Monitor and report on competitor activities to help shape the ongoing service strategy.
• Promote a safety-first culture across all customer service operations, suppliers, and contractors.
• Ensure all customer service processes adhere to strict compliance, regulatory, and company health, safety, environment, and quality (HSEQ) standards.
• Maintain high customer satisfaction levels through proactive communication, addressing service issues, and managing client requirements.
• Coordinate customer visits and collect feedback to continuously improve operations.

Requirements

Experience & Education

• Managerial Experience: Minimum of 5 years of proven experience in customer service, sales, or operations management, with explicit managerial/supervisory experience.
• Industry Background: Prior experience in the FMCG sector, retail fuel, or program sales is highly beneficial and advantageous.
• Education: A tertiary degree in Business, Marketing, Logistics, or a related field is required.

Technical Skills & Reporting

• Reporting Capabilities: Strong ability to generate, interpret, and analyze sales reports and variance data.
• Systems & Processes: Proficiency in Microsoft Office (Word, Excel, PowerPoint) and a strong understanding of order-to-delivery processes, credit control, and invoicing. Familiarity with ERP or CRM systems is preferred.
• HSEQ & KPIs: Solid knowledge of HSEQ compliance protocols and customer service Key Performance Indicators (KPIs).

Soft Skills & Languages

• Leadership: Strong team leadership capabilities to manage direct reports and successfully handle cross-functional coordination.
• Communication: Excellent verbal and written communication skills.
• Mindset: Customer-centric, proactive, empathetic, solution-oriented, with strong negotiation and influencing skills.

Why Partner with Easy Skill?

At Easy Skill, we don't just fill roles; we build careers. By joining this project through us, you gain:

• Access to world-class industrial projects and prestigious global operators.
• Dedicated mobilization support and professional administrative care.
• A platform to showcase your expertise in a "safety-first" environment.