Summary
Date Posted: Thursday, September 22, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Operations and Customer Service Manager

Job Description
The role of the customer service and fulfilment manager is to ensure that our customers receive a high quality of service from order through to aftersales, ensuring that our promises to our customers are always met.
• Working alongside the 3PL utilising data to optimise warehouse and fulfilment operations
• Track inventory levels to prevent stock-outs and/or deadstock
• Managing a dynamic team of customer service representatives, full-time and part-time warehouse staff, and other operational team members
• Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs
• Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance
• Innovative – You can "think outside the box" and are always looking for the next opportunity
• Fun - You have a positive outlook and can contribute to a culture of having fun and enjoying the work we do
• Proficient in Microsoft Office (Word, Powerpoint, Excel, etc.), inventory management systems, and warehouse management systems
• Excellent communication skills (oral and written)
• 3+ years in management fulfilment and customer service operations
• Prior experience and familiarity with warehouse operations, Experience in managing 3rd party fulfilment & delivery partners
• Experience in driving operational KPIs and targets
• A strong customer-oriented focus
• Experience in working cross-functionally with other departments by building relationships to achieve shared goals
• Experience in introducing and/or improving new processes within a growing business
• Manage all aspects of various fulfilment methods for our digital channels
• Experience in managing the fulfilment operation, customer service and order fulfilment
• Experience in handling customer complaints over the phone and in written formats.
• Proven track record of analytical, interpersonal, leadership, and project management skills

Responsibilities
• Manage the delivery of KPIs on all operational targets, including overall fulfilment costs and our customer delivery promises
• Develops and implements business process initiatives to optimise departmental operations in accordance with overall business objectives.
• Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals
• Provides clear direction and general guidance to the department in formulating and implementing procedures and ensures that these are translated and enforced into action to meet operational goals.
• Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation.
• The fulfilment manager is responsible for order processing, warehouse operations, inventory and order tracking and delivery. The role is highly collaborative in nature; as a fulfilment manager, you will manage customer service representatives, warehouse staff, carriers, and 3rd party logistics providers to ensure that service level agreements (SLAs) and customer expectations are met.
• Ensuring that all customers receive their deliveries on time and in full and that any potential failure is reported to the customer before they report it to us.
• Maintains the highest standards of customer service by immediately attending to and resolving customer issues.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

Interested and qualified? Go to R4Kenya on jobs.smartrecruiters.com to apply


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