Order Fulfillment Manager at Holcim

Job Code: DJOB

Overview

• The role holder is responsible for supervising the Lafarge Africa PLC Order Management and Fulfillment operations (DM/LMAPP/OM Units)
• He/she creates and maintain processes that are customer centric towards achieving heightened customer service metrics with “Customer Delight” and “Revenue” as the bottom lines while providing full support to the Order fulfillment Manager and his strategic vision and direction for the OFT.

Responsibilities

• 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.

Educational Qualification

• B.Sc. in any Business / Statistical / Science course

Experience:

• At least 5 years’ experience in customer service management.
• At least 2 years in Sales Admin/Order Mgt.

Knowledge & Skills:

• 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.  

Language Requirements:

• Professional Proficiency in English Language