Customer Fulfilment Specialist at Sun King (Formerly Greenlight Planet)

About the role:

The Customer Fulfillment Specialist will serve as the interface between the company and customers. The person will ensure that customers’ orders are fulfilled in a timely and satisfactory manner, so customers return and refer the business to other potential customers. 

What you would be expected to do

• Manages the entire cluster of retails shops or partners to ensure all orders requested are fulfilled.
• Preparing Proforma Invoice, Packing lists and other sales/export documents.
• Handling all investigations and reconciliations of all customer complaints and queries on short delivery, damaged goods, delayed delivery, delayed order, blocked order, wrong invoicing/pricing etc. on a daily and timely basis and treats all correspondence.
• Communicating with customers to ensure satisfaction after service is provided.
• Partake in the development and implementation of customer service/ fulfillment policies and procedures.
• Direct the daily operations of the fulfilment service team.
• Plan, priorities and delegate work tasks to ensure proper functioning of the department.
• Review and track customer complaints and resolutions.
• Handle complex and escalated customer / fulfillment service issues.
• Define and communicate customer /fulfillments service standards.
• Develop customer/fulfillment satisfaction goals and coordinate with the team to meet them on a steady basis and memos to the department.
• Reports order processing time analysis, on-time departure rate and fulfilment rates.
• Ensures accurate and correct database of customers in line with approved financial risks levels.
• Work with the Sales Team in monitoring the level of trade returns and classification of returns by reason codes with the aim of reducing occurrence to its barest.
• Focus on the key customer service drivers: customer service mind-set; timely order processing, proactive notification about the delivery status; exceptional management efficient order management.
• Work with the Logistics coordinator to ensure on time delivery of customers’ orders and retail outlet

You might be a strong candidate if you

• Have a minimum of HND/BSC in supply chain/Purchasing and supplies/Business management or related field.
• Have 2 years’ cogent experience preferably FMCG in the supply chain line .
• Excellent hands-on Experience on use of computer tools (excel /macros /v-lookup /charts /pivot table) to be able to provide insights into data is a must have.
• Are good in solving problems with an open mind to go the extra mile.
• Have good Internal Stakeholder Management.
• Have the ability to accept changes and come up with agile solutions
• Have SCM Business Knowledge.
• Are an effective time manager and work under little or no supervision.
• Have soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.
• Knowledge and hands on experience in warehousing and distribution.
• Have the ability to work with distributors, sales teams, and sales agents to ensure smooth distribution operations.
• Have knowledge and working experience with a robust ERP / WMS (knowledge of SAP materials management module is an added advantage).