Order Fulfillment Manager at Lafarge Cement

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

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