Location: Lagos Island - Epe & Port Harcourt

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

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  Coordinate daily delivery schedules with Logistics teams.

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  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

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  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

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  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
  .

Benefits