Customer Care Manager

2026-04-14
Lagos, Nigeria
Not specified
Logistics & Supply Chain

Lekki Freeport Terminal (LFT) operates as the container terminal at Lekki Deep Sea Port, which is Nigeria's first true deep-sea port and one of the most advanced maritime gateways in West Africa. Strategically positioned within the Lagos Free Zone in Ibeju-Lekki, LFT is dedicated to connecting global trade to Nigeria in a sustainable manner, utilising robust automation, digitisation, and innovation from the moment vessels board to the delivery of cargo while adhering to international safety standards.

The terminal takes advantage of deep water, with a draft of up to 16.5 m, and modern ship-to-shore capabilities, enabling it to accommodate large vessels and handle significant cargo volumes. This is part of a port complex designed to scale for millions of TEUs annually. The depth and infrastructure of the terminal contribute to reducing logistics costs and alleviating congestion along the Lagos corridor, establishing LFT as a key driver of regional trade growth.

As Nigeria’s latest maritime gateway, LFT provides world-class port operations, integrating cutting-edge equipment, data-driven processes, and a culture of innovation to ensure faster, safer, and more reliable cargo flows for both shippers and shipping lines.

We are recruiting to fill the position below:

Job Title: Customer Care Manager

Location: Ibeju Lekki - Lagos
Employment Type: Full-time
Department: Commercial
Reporting to: Chief Commercial Officer

Job Purpose

Own/manage and effectively drive customer experience within the organisation. This includes proactively monitoring and managing the end-to-end cargo release process in compliance with all company procedures, ensuring that the cargo is released as promised to the customer and/or that the customers is kept informed of relevant deviations.

Major Job Responsibilities

Manage team productivity according to customer service requirements
Coach and develop direct reports with key emphasis on team engagement
Actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
Monitor and report any level of service failures to the Chief commercial Officer.
Ensure customer service team handles requests from customer in a timely manner.
Actively building strong relationships with assigned customers and gain an understanding of their business, service needs, drivers and desires through consistent interaction.
Collaborate with other functional departments to continuously improve the customer touchpoints and as such continue to improve the customer experience.
Ownership of customer service processes including but not limited to coordination of booking and examination, cargo release and deliveries/loadings with special focus on invoicing, payment, and documentation.

Qualifications & Experiences
Education:

Bachelor’s Degree, preferably in a Commercial field.
1 to 3 years’ experience. (Experience in a terminal an added advantage).

Experience & Knowledge:

Developed knowledge of the industry and current market conditions.
Excellent verbal, presentation, and written communication skills.

Skills:

Problem solving approach.
Experience working in an environment where different methods of communication are used.
Experience of a commitment to high standards of customer care and service delivery.
Well organised approach to work, managing and prioritizing workload.
Proven ability to work in a highly fast paced environment.
Collaborative and enthusiastic by nature, good team player.
Proven ability to exercise discretion and good judgment, with an ability to understand the effect of decisions overall in the company.
Must be able to handle company information with confidentiality and discretion
Excellent stakeholder management, both internal and external.
Active listening skills.
Ability to exchange and adapt skills when working together across functions.
Proven ability to sustain high level of activity and energy with a business-like approach to daily challenges.