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
How to Apply
Interested and qualified? Go to Lafarge Cement on careers.holcimgroup.com to apply