Order Fulfillment Manager at Lafarge Cement

Summary 

• Supervise end to end directly, the Lafarge Africa Plc Order Management and Fulfillment operations (DM/LMAPP/OM Units), create and maintain processes that are customer centric towards achieving heightened customer service metrics with “Customer Delight” and “Revenue” as the bottom lines. 

Responsibilities 

• Successful running ofwh operations
• Proactive and problem solving attitude in handling of Customer complaints/requests WITH CX at the top of mind
• 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.

Education & Experience 

• B.Sc. in any Business/Statistical/Science course.
• At least 5 years’ experience in customer service management.
• At least 2 years in Sales Admin/Order Mgt.
• 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.  

Working Options

• Based in Lagos or willing to relocate 
• Role requires flexible working times