Head of Sales and Customer Service

Job Category: Sales/Business Development

Job Type: Full Time

Job Location: Douala

Experience Level: 3 - 5 years

African Zone: Cameroon

Duration: Unspecified Duration

We are seeking a dynamic and results-driven Head of Sales and Customer Service for our client in the Transport and logistics sector to lead their sales team. The ideal candidate will develop sales strategies, manage key accounts, and ensure seamless customer experiences to drive revenue growth and long-term client relationships. CLOSING DATE: 18 August, 2025 ___________________________________________________________________________________________________________________________

PURPOSE Head of Sales and Customer Service The Head of Sales and Customer Service will manage, controls, and develops the overall Sales strategy/activities in the country in accordance with the group business strategy to increase market share and optimize business assets and human resources.

Key Responsibilities

• Supports Managing Director and management team as the “key advocate” of customer interests.
• Ensure that customer complaints are captured and closed according to customer satisfaction in the shortest time possible.
• Receive orders from customer, record order in system and get customer confirmation.
• Pro-actively inform customers about exceptions and deviations from planned shipment process.
• Handle customer inquiries on transit times, customs regulations, rates, documents and declarations, and any other inquiries from customers pertaining to the transportation of goods by the company.
• Develops sustainable relationship with key corporate customers and attend meetings with customers.
• Create external reports for customers i.e., volumes shipped, on-time performance, financial or management reports
• Plays a key role between customers and Operations in ensuring smooth customer-related process flow and increasing customer retention
• Identifies customer needs and works on improving customer satisfaction
• Is sensitive to emerging customer and market requirements and passes them on in the organization
• Identifies training needs and opportunities to develop and retain a highly skilled Sales and CS team
• Maintains good relationship with overseas working partners to ensure customer excellence and communicates improvement opportunities to management
• Supports customer retention by conducting joint visits with operations, finance and organizing workshops where customers are invited to share information on updated regulations, products, etc.
• Uses networks within the various sales channels in the market to collaborate with customers, marketing strategies and provides a full supply chain of services to meet customer needs.
• Participates in reviews with other Managers and Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality.
• Run compliance checks, initiate credit check and credit application.
• Leads, motivates, and supervises the Sales organization to achieve high performance and service quality.

QUALIFICATIONS REQUIRED Hu

• A degree-level education in the field is essential, and an MBA would be advantageous.
• Proven track record in a senior Sales and other customer facing role with experience in servicing key customers
• Excellent knowledge of freight forwarding business (Airfreight/Ocean freight) and business systems
• Excellent understanding of forwarding customer needs
• Deep process know-how Head of Sales and Customer Service
• Proven leadership, motivation and people skills
• Analytical and organizational leadership skills
• Strategic thinking and project management skills
• Self-directed, high energy and proactive working style
• Excellent communication and presentation skills
• Fluent in English communication (verbal/written)

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