Supervisor, Order Management at MTN Nigeria

Job Description

• Order Management Supervisor is part of the Planning & Fulfillment team at the Opco supporting the Customer Order Management processes.
• The Customer Order Management process covers sales to MTN Dealers/Distributors, MTN Owned Stores, and Direct Shipment to Customers (Bulk Orders). It also covers management of customer master data including customer catalogue and order prices. These processes would involve interactions as well as direct interaction with MTN customers i.e. dealers and distributors.
• Support the Shareholder return strategy by developing and implementing Sales & Distribution Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Assist department in conducting demand planning, develop budgets for the upcoming year and implement plans to achieve the desired targets.
• Ability to analyse and consider critical parameters (i.e. cost, safety, carrier availability, etc.) before finalizing transport vendor
• Supervise the activities performed by Administrator, Logistics for inbound and outbound transportation and operations, along with landed costs and reverse logistics
• Submit collated Final Exchange Control Documentation (FECD) and cover letter to Opening Bank & Treasury Unit
• Plan for the logistics in case of dispatch of materials, stock transfers, returns and receipt of materials and ensure the cost effective transportation of materials
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Validate customer creation or master updates including updates to price masters
• Liaise with Master Data Management Team for Customer Master Data related information / queries
• Review and release customer orders based on assigned delegation of authority
• Validate applicable restrictions on items to customers at the time of release of customer order
• Ensure customer orders are within credit limits assigned to the customers
• Monitor SLAs for customer order processing and take corrective action, where required to ensure compliance with SLAs
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
• Attend to all queries from the stakeholders/suppliers/ Logistics Service Provider (LSP) and resolve queries
• Generate and analyze the required reports for inbound transportation and share the results with the relevant stakeholders
• Notify all stakeholders with shipment arrival date by means of inbound delivery report
• Resolve customer related issues by investigating details of registered queries/ complaints
• Escalate critical issues where customer does not agree with resolution/ issues open beyond defined SLAs to senior management as per the escalation matrix
• Ensure functional and technical training for the team and performance evaluation by identification of specific training needs and communication to the L&D Manager
• Prepare customer Order related monitoring and analytical reports
• Review and analyse customer order related reports in order to identify issues
• Support Manager, Order Management in development of corrective actions or improvement initiatives based on customer order report reviews
• Focus on improving and maintaining customer relationship
• Manage individual team members’ performance, identifying the training needs of the team and ensure nominations
• Manage allocation of work to members of the team, back-up and leave/ absenteeism planning
• Allocate tasks/ duties to others within a team and ensure cohesive team working
• Provide coaching and support to help achieve performance expectations
• Communicate assignments, milestones and deadlines to the team and the individuals based on Manager’s instructions
• Perform root cause analysis for SLAs non-compliance and take corrective action
• Identify potential sensitive issues and escalate it to the appropriate level
• Provide information to the Manager on work accomplishments, challenges, progress in work processes, individual and team needs
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify training requirements of team members, develop program to address knowledge gaps and implement training interventions for retail participants to ensure adequate knowledge of MTNN products.

Job Condition:

• Normal MTNN working conditions
• May be required to work extended hours

Experience & Training

• First degree in Engineering or Supply Chain Management or Finance or any related discipline
• Fluent in English
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization
• Knowledge of customer database management principles
• Knowledge of customer order fulfillment, customer delivery, determining availability, etc.
• Understanding of process for booking, tracking and monitoring of orders

Minimum qualification     

• B.Tech.