Job Opportunites at BIC Nigeria

We believe that the way we reach our customers is as important as the product we choose to sell, and following this mission, the referred position will be responsible for the Order Management process in the region of scope, from order collection to order delivery and returns, to ensure optimal service level and customer satisfaction. Working in close collaboration with the local Sales Manager, Sales department, Store Manager, Customers and various different stakeholders, the Customer Service Representative will be responsible for driving outstanding customer satisfaction at optimal costs, being the main link between the customer and the company, in order to respond to the business needs.

Responsibilities:

• Act as main link between the company and the customers. Ensure an effective communication and mutual understanding. Focus on understanding our customer’s needs.
• Update and maintain customer accounts in the systems.
• Collect and follow up customer orders. Ensure a close follow up of daily order entering and guarantee strict order management accuracy.
• Follow up on specific payment terms; align all necessary documentation to the specific payment method.
• Issuing of local documentation including Invoice, Delivery Note, Certificates and verifications when necessary.
• Order tracking and follow up until delivery.
• Work with Supply Chain daily to ensure smooth deliveries, ensuring that appropriate documents are at the right place at the right time.
• Ensure prices, discounts and customer conditions are updated in the system, to avoid delayed payment caused by pricing errors.
• Plan and manage activities of the customer service team to meet the needs of customers and support area operations.
• Prepare and coordinate orders outlook as input to planning forecast, warehousing operation forecast and transport forecast.
• Maintain a weekly shipment outlook and lead weekly/ monthly meetings with all stakeholders to review order status, priorities and challenges.
• Maintain regular meetings with key customers and sales team to review service levels and requirements and following through on action plans to further improve service.
• Track customer claims and ensure a daily follow-up of outstanding items. Investigate claims and set action plans to prevent re-occurrence.
• Focus constantly on service level performance improvement.
• Maintain procedures, establish standards, and administrate activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers.
• Define and implement tools and reports in order to measure the Customer Service activity and its performance.

Key Performance Indicators

• Speed of reactivity in order processing
• Effective communication & status feedback with both customers and internal team
• Informing customers of availability, ETD & (proposed) changes in timely manner
• Effective coordination with internal customers (finance, Mrktg & Sales) to ensure alignment and minimize potential issues and delays
• Order completion with accuracy and in a timely manner
• Company Sales targets (shared)
• Service Level - Value Fill Rate: 97%
• Service Level - Ship On Time: 90%
• Service Level - On Time In Full: >70%
• Customer Claims Solved On Time: >98%
• Back Order Aging: <30 days post Evolution
• Orders Below Minimum Value: 5%
• Returns and rejections rate: <0.05%       

Qualifications:    

• Bachelor’s Degree in relevant field.
• A minimum of 6 months experience as a Customer Service Representative
• Experience of order management in FMCG, pharmaceuticals, or retail industry
• Knowledge of any one ERP system (SAP/JDE/SAGE/MS Dynamics)
• Good English communication skills
• Able to work with International Teams (both customers and back-office support teams)
• Customer-oriented, self-motivated and driven

go to method of application »

• The Warehouse Lead is responsible for the daily execution of warehouse tasks, which includes stock counting, bin cards updates, receiving, picking, staging, loading, and dispatching of customer orders. to deliver high customer service and strong inventory controls while ensuring adherence to all Good Warehousing Practices. The role is accountable for running the day-to-day operations of warehouses under the direction of the logistics associate manager. Inventory under scope includes all Finished Goods, POSMs, and Gift items.
• The role is the first point of contact for all warehousing activities and interfaces with internal and external partners. 
• The role is a critical component of daily sales preparing customer orders, picking them timely and accurately, staging them for loading, liaising with security and 3PL for accurate loading, then dispatching for deliveries.
• The role also oversees safety awareness and conformance in the warehouse, ensuring daily equipment inspections are completed, Good housekeeping standard conducted and maintained and driving attendance of warehouse staff to achieve warehouse daily expectations 

Principal Accountabilities:

Warehouse Operations Management:

• Manages owned warehousing operations which includes all inbound and outbound activities of finished goods and POSM items
• Ensures daily stock movement from production physically and on ERP system
• Owns and manages owned warehouse assets and equipment, drive asset utilization, inspection, and maintenance
• Ensures regular communication with factory production team, logistics manager on issues relating inventory management as it might impact on sales
• Ensures to follow FIFO/FEFO policy in owned warehouse daily
• Participates in all traceability audit check as required
• Ensures to follow strictly, always, standards as related to storage, handling, and distribution of our goods
• Ensures to follow all QHSE policies in the warehouse operations, including reporting, training of warehouse staff as required.
• Ensures to follow all storage standards and stacking configurations as per WID code, keeping pallets aligned in storage bins
• Ensures clear segregation of unwholesome stocks from good ones and tracks correctly warehouse damages and defect
• Reports and escalates warehouse issues timely to the appropriate authority for intervention

KPI’s: GR within 24 hours, Safety incidence, warehouse handling damages, Lost Sales, Back orders, Returns rate (for domestic customers), MHE reliability and availability, Asset utilization, 100% FEFO compliance

Inventory Control:

• Share daily production available stock report awaiting transfer to warehouse to Supply planner and S&D leadership team for the day sales planning
• Leads daily cycle counting activities in the owned warehouses, ensuring 100% compliance as per schedule
• Shares daily cycle counting report with the team for reconciliation and review
• Updates storage BIN cards regularly
• Participate in all stock counting activities as planned which includes monthly, quarterly, and yearly stock counting exercises according to guidelines and schedules
• Participate in the root cause and GAP analysis for all inventory stock variances within 24 of discovery
• Follow up with all necessary stakeholders and approvals to regularize inventory as soon as possible
• Ensures to receive physically and systematically all stocks that are delivered to the warehouses real-time. Escalates all receipt issue to line manager immediately
• Ensures to issues out on systems all stocks leaving the warehouse physically real-time
• Participates in drives for inventory actions plans to improve inventory accuracy and health

KPI’s: FEFO/FIFO compliance, GIT Aging, IRA%, OOS due to warehouse and Logistics

Inbound & Outbound Operations:

• Plans daily receiving of FG, POSM and Gift items into warehouse as per delivery schedule, ensuring space, equipment and resources are ready ahead of arrival of deliveries
• Take pictures of import trucks before and after cutting of seals and after opening. Ensure to follow strictly all receiving procedures. Properly stores the pictures as required.
• Ensures accurate correct stocks are received as per packing list. Flags major discrepancies for resolution immediately
• Put away stocks into assigned bin locations post receipt from inbound areas and updates bin cards accordingly
• Plans daily dispatch operations using the daily shipment plans to prepare customer orders ahead of truck arrivals
• Sorts and picks fractions as applicable
• Stages, counts, reconcile, and load customer orders into assigned trucks
• Monitors loaders activities to ensure full truck utilization for all outbound loading
• Take pictures of loaded trucks for reference.
• Tracks loading start and finish times for all outbound operations
• Ensures proper documentations and filing for all inbound and outbound activities are maintained and up to date always.
• Shares daily inbound and outbound report for owned warehouse with S&D leadership team by close of business, highlighting any pending issues and help needed.
• Investigates and reports findings to line manager, all issues relating to inbound and outbound activities

KPI’s: GR within 24 hours, VFR, Shipment on Time, Truck Turnaround Time – TTAT

People Management:

• Leads warehouse staff in the daily execution of assigned tasks
• Supports staff to communicate and break barrier as applicable
• Trains loaders and pickers regularly, ensuring they are following best practices always
• Tracks and monitors warehouse staff performance and contributions
• Recommend best staff of the month for reward and recognition as applicable
• Manages daily warehouse labour engagement and optimization through planning and driving productivity improvement ideas

KPI’s: Warehouse damages, picking accuracy, Loading accuracy, warehouse related customer complaints

Qualifications:

• Minimum OND qualification in Engineering, Sciences or Supply Chain related courses
• At least 2 years of experiences managing warehouse and distribution activities for FMCG
• Data Savvy
• Collaborative skills
• Result oriented individual
• Customer centric individual
• Basic Microsoft Excel and packages knowledge