Customer Service / Shipping Manager — Dangote Group (Lagos)
Jump into a senior logistics role: Dangote Group is recruiting a Customer Service / Shipping Manager to oversee shipping operations at the refinery and lead the customer service team in Lagos. This role blends operational shipping excellence with strong client-facing leadership.
Why this role matters
The Customer Service / Shipping Manager ensures refined products move safely, on time, and cost-effectively. You’ll coordinate vessels, manage documentation, resolve customer issues, and improve service metrics—helping the refinery meet commercial and operational goals.
What you’ll do — key responsibilities
- Shipping operations management: Coordinate vessel scheduling, berthing, cargo documentation, and compliance with maritime regulations.
- Operational oversight: Ensure timely dispatch/receipt of cargo, monitor vessel movement pre- and post-loading, and document activities.
- Customer service leadership: Lead the customer service team, design policies, handle escalations, and sustain strong client relationships.
- Quality & reporting: Monitor service metrics, identify gaps, and produce accurate reports to inform decisions.
- Training & mentorship: Coach staff, run trainings, and foster a customer-focused culture.
- Issue resolution: Address shipping delays, damages, and discrepancies swiftly and diplomatically.
Must-have qualifications & skills
- Bachelor’s in Maritime Studies, Logistics, Supply Chain, or related field.
- At least 7 years’ experience in shipping operations/customer service within petroleum or maritime industries.
- Deep knowledge of vessel clearance, port operations, and maritime regulation compliance.
- Strong leadership, communication, and conflict-resolution skills.
- Proficiency in shipping/logistics and customer service software.
- Calm under pressure, analytical, and result-driven.
How to apply
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Who is this for?
Applicants applying for competitive funding, study visas, academic programs, research grants, or professional proposals needing expert-level positioning.
Interested and qualified candidates should click EMAIL to apply online via the Dangote careers portal.
Sample CV / Resume
Location: Lagos, Nigeria
Phone: +234 800 000 0000
Email: jane.doe@example.com
PROFESSIONAL SUMMARY:
Seasoned Shipping & Customer Service Manager with 9 years’ experience in petroleum logistics. Proven track record in vessel scheduling, port coordination, and client relationship management. Strong leadership and operational planning skills.
KEY SKILLS:
Vessel scheduling, cargo documentation, port operations, maritime regulations, customer service leadership, logistics software, stakeholder management.
EXPERIENCE:
Shipping & Customer Service Manager — XYZ Refinery (2019–2025)
* Coordinated 300+ vessel movements, reduced berth turnaround by 18%.
* Led a team of 12 customer service officers; improved CSAT by 24%.
Shipping Operations Supervisor — ABC Logistics (2016–2019)
* Managed vessel pre-clearance and post-loading reports; ensured regulatory compliance.
EDUCATION:
BSc Maritime Studies — University of Lagos (2015)
CERTIFICATIONS:
Certificate in Supply Chain Management
Sample Matching Cover Letter
[Address]
[Phone] | [Email]
[Date]
Hiring Manager,
Dangote Group,
Lagos, Nigeria
Dear Hiring Manager,
I am writing to express my interest in the Customer Service / Shipping Manager role at Dangote Group. With over seven years managing shipping operations and customer-facing teams in the petroleum sector, I bring proven expertise in vessel scheduling, port compliance, and service delivery.
At my current role with XYZ Refinery, I reduced berth turnaround times by 18% and improved customer satisfaction through process standardization and team coaching. I am excited to bring this operational focus and leadership to Dangote’s refinery operations.
Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team.
Sincerely,
[Your Name]
Sample Motivation Letter / Statement
Sample Email / Embassy Reference Letter
To Whom It May Concern,
This is to confirm that [Candidate Name] served as Shipping Operations Lead at [Company] from [Year] to [Year]. During this period, [he/she/they] consistently demonstrated competence in vessel scheduling, port liaison, and client relations. [Candidate Name] is reliable, professional, and an asset to any shipping operations team.
Sincerely,
[Referee Name]
[Position]
[Contact Information]
Interview Preparation Guide
Possible Role-Specific Questions (8–12)
2. How do you ensure cargo documentation is error-free and compliant?
3. Tell us about a time you resolved a major shipping delay. What actions did you take?
4. How do you manage relationships with port authorities and agents?
5. Describe your approach to handling damaged cargo claims.
6. How do you measure and improve customer satisfaction in shipping operations?
7. Explain a time you led a team through a high-pressure shipping operation.
8. How do you integrate safety and regulatory compliance into daily routines?
9. What shipping or logistics software are you proficient in?
10. How do you coordinate with other departments (operations, sales, finance) during shipments?
11. Describe how you would handle conflicting priorities between shipping schedules and customer demands.
12. Explain any experience you have with chartering or vessel contracts.
Suggested Answers / Talking Points
– For documentation: stress checklists, SOPs, double-verification, and training.
– For delays: describe rapid escalation, stakeholder communication, alternative berthing, and post-incident root-cause analysis.
– For customer satisfaction: cite metrics improvements, feedback loops, and service recovery steps.
– For leadership: highlight delegation, mentorship, after-action reviews, and KPI-driven coaching.
General Interview Questions (5–7)
2. Why do you want to work for Dangote Group?
3. What is your greatest strength and weakness?
4. Describe a time you handled conflict in a team.
5. Where do you see yourself in 3–5 years?
6. How do you manage stress and tight deadlines?
Do’s & Don’ts (6–8 each)
– Do arrive 10–15 minutes early.
– Do bring printed copies of your CV and the job description.
– Do use the STAR method for behavioral answers.
– Do highlight measurable outcomes (KPIs, % improvements).
– Do ask informed questions about operations and team structure.
– Do dress smartly and maintain steady eye contact.
Don’ts:
* Don’t speak negatively about past employers.
* Don’t guess technical details—be honest and offer how you’d find answers.
* Don’t ramble—keep answers clear and concise.
* Don’t neglect to follow up with a polite thank-you note.
* Don’t rely solely on jargon; explain processes clearly.
* Don’t interrupt the interviewer.
Preparation Checklist
– Re-read the job description and map your experience to each responsibility.
– Prepare 4–6 STAR stories tied to shipping & customer service outcomes.
– Print 3 copies of your CV and templates.
– Prepare questions for the interviewer about KPIs and team structure.
– Confirm interview time, link or venue, and contact person.
– Choose professional attire and practice posture & tone.
Extra Pro Tips
– Practice calming breathing techniques 5 minutes before the interview.
– Use confident body language: open posture, deliberate gestures.
– If asked a technical gap, pivot to how you quickly upskill and give an example.
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