• Application Deadline:
• Position: Customer Service & Planning Officer, A&C - Epe



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 - 5 years



• Location Lagos




• City Epe




• Job Field Customer Care, Success and Service 
  
  

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

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.

Educational Qualification

• 
  

  Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations Management, Engineering, or a related discipline.

  
  

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.