Customer Service Analyst at Flour Mills of Nigeria Plc

Flour Mills of Nigeria Plc was incorporated in September 1960 as a private limited liability company, and commenced operations in 1962 with an installed capacity of 600 metric tons per day. The Company was converted to a public limited liability company in 1978, and its shares were subsequently listed on The Nigerian Stock Exchange. In its 54 year history, Flour Mills has remained at the forefront of wheat milling in Nigeria. The Company’s flagship brand, Golden Penny, remains one of the best known and the preferred brands amongst bakers, confectioneries and consumers in Nigeria. Flour Mills has invested over N25billion in milling infrastructure over the last seven years, to maintain its competitive advantage. Today, Flour Mills has a rated milling capacity of over 8,000 metric tons per day, making it one of the largest single site mills in the world. The Company’s flagship mill located in Apapa, Lagos comprises of 10 integrated mills. Each mill was designed as a multilevel operation in order to optimize the use of gravity in the sifting process, thereby reducing the energy requirements. In addition, the Company maintains dedicated mills to the processing of different wheat varieties to produce different flour types. This has ensured consistent quality of its products for 50 years. The Apapa Mill also boasts of modern silos with a storage capacity to 191,000 metric tons. Flour Mills has also made significant investments in power generation. The Company has 11 General Electric (GE) Jenbacher gas generators at its Apapa Mills, with a combined capacity of 30 megawatts. This has enabled the company to reduce the occurrence of production stoppages. In addition, the Company has a 30megawatt diesel plant at the same site to act as a backup in the event of any shortage of feedstock to the gas generators.

PURPOSE

Support the Customer service operation to collect and analyze customer data, track operational KPIs to improve productivity, and service delivery to customers, and provide executive reporting for insights & resolutions.

THE JOB

• Track and analyze key metrics – OTIF, Customer complaints, Customer satisfaction index, adherence to ETA scheduling, etc
• Collect data, analyze, consolidate, and generate weekly performance reports (month, quarter, year trends) and roll up each week’s numbers to HCOF.
• Make recommendations and identify trends in issues and concerns. Work to correct immediate issues and perform root cause analysis to ensure underlying problems are identified, documented, and corrected.
• Contributes to continuous process improvement initiatives.
• Develop and implement Customer satisfaction surveys every quarter for continuous customer service improvement.
• Recommend revisions to existing reports, and/or assist in the development of new reporting tools as needed.

THE PERSON MUST  

• Have strong communication and interpersonal skills.
• Possess the strong capacity to handle stress problem problem-solving abilities and decision-making prowess.
• Have the ability to analyze huge volumes of data.
• Ability to work independently and within a team
• Be familiar with CRM systems and packages.

QUALIFICATION

• BSc in any related field.

EXPERIENCE

• 3 years in a customer/business/sales analyst or similar role in FMCG or Telecom.

Method of Application