• Application Deadline:
• Position: Order Fulfillment Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Customer Care  , Sales / Marketing / Retail / Business Development 
  

Summary 

• Supervise end to end directly, the Lafarge Africa Plc Order Management and Fulfillment operations (DM/LMAPP/OM Units), create and maintain processes that are customer centric towards achieving heightened customer service metrics with “Customer Delight” and “Revenue” as the bottom lines. 

Responsibilities 

• Successful running ofwh operations


• Proactive and problem solving attitude in handling of Customer complaints/requests WITH CX at the top of mind


• Responsible for OFT members performance levels.


• Ensure that all OFT parameters –are tracked, monitored, reported, and improved.


• Process and policy creation and inputs.


• Support the Head of Customer Service towards ensuring all Lafarge CS department goals and visions are met.


• Backlog management and reporting


• Ensure the FIFO is maintained by the team while order planning


• Ensure Best Shipping Point is allocated to at aleast 90% of all planning requests.


• Ensure that all orders are consumed before the 90day expiration or voided in line with policy


• Any other assigned duties.

Education & Experience 

• B.Sc. in any Business/Statistical/Science course.


• At least 5 years’ experience in customer service management.


• At least 2 years in Sales Admin/Order Mgt.


• In-depth knowledge of customer service/operations/customer experience policies and practices


• Proficiency in SAP(ERP) and other Order fulfilment tools.


• Experience in order mgt/sales admin DESIRABLE


• Understanding of CSAT/NPS/CES/OFR/OTS and other metrics within CS


• Certification in Customer Services is desirable.


• Thinking, analytical, problem solving skills


• Active listening skills and high stress tolerance level


• Strong leadership capabilities


• Good supervisory and people management skills


• Organizing and planning skills


• Strong communication and influencing skills


• Interpersonal skills.  

Working Options

• Based in Lagos or willing to relocate 


• Role requires flexible working times