Operations Officer at Fort Knox Group

Key Responsibilities

• Receive customer shipments at the partner hub and confirm drop-offs accurately.
• Carry out physical checks on packages, including: Packaging quality and completeness, Weight and content verification, Compliance with shipping and courier requirements
• Properly label, sort, and prepare shipments for onward delivery.
• Process shipments end-to-end on the company’s platform, ensuring all required data is correctly captured.
• Coordinate daily shipment handovers to assigned logistics partners or couriers.
• Identify and flag shipment exceptions such as damaged items, incorrect packaging, missing information, or prohibited contents.
• Escalate issues promptly to the appropriate internal teams (Operations, Customer Success, Partner Ops).
• Follow up on escalated issues until resolution, ensuring minimal impact on delivery timelines.
• Communicate delays, issues, or changes clearly to customers and relevant stakeholders.
  Serve as the first point of contact for customers visiting or engaging with the partner hub.
• Provide clear guidance to customers on shipment requirements, packaging standards, and next steps.
• Maintain strong working relationships with partner hub staff and courier partners to ensure smooth daily operations.
• Represent the company professionally at all times.
• Ensure all shipment records, weights, statuses, and notes are accurately updated on the system.
• Maintain basic operational records and logs as required.
• Support periodic stock counts, reconciliation, and audits where applicable.
• Flag recurring operational issues and suggest process improvements.
• Adhere strictly to company SOPs, courier guidelines, and regulatory requirements.
• Ensure the hub environment is kept orderly, safe, and operationally efficient.
• Support the implementation of new processes, tools, or operational changes as introduced.

Requirements & Qualifications

• Minimum of HND in any relevant field.
• At least 2 years of experience in logistics, warehousing, hub operations, or a similar operational role.
• Strong understanding of logistics and shipment handling processes.
• Tech-savvy and comfortable working with web-based platforms, dashboards, and digital tools.
• High attention to detail and strong data accuracy skills.
• Excellent communication skills (written and verbal), with the ability to interact professionally with customers, partners, and internal teams.
• Strong problem-solving and follow-up skills, especially in handling shipment exceptions.
• Ability to work independently and take ownership of hub operations.
• Physically fit and able to handle packages where required.