Job Vacancies at a Leading Courier and Logistics Company - Owens & Xley Consults

Key Responsibilities

• Answer calls, emails and web chat enquiries from prospective customers
• Ensure that all telephone lines are turned on by 8:30 am Monday to Friday
• Work with Operations Manager to provide delivery status updates to customers
• Create a tracking identity number for each job order
• Work with Operations Manager to provide quotations for international freight
• Provide customers with accurate information regarding the company’s services
• Receive orders, record and transmit to Operations Manager
• Return all missed calls
• Keep and maintain the staff attendance register
• Ensure compliance with set standards of customer service when conversing with clients
• Help achieve sales objectives by making telesales and utilizing upselling opportunities
• Create and update customer profile/accounts to allow for easy resolution of customer problems
• Escalate complex issues to the Operations Manager for proper resolution
• Maintain records of inquiries or complaints as well as logs of interaction with customers
• Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
• Go the extra mile to build and maintain positive trust relationship with clients
• Perform all other duties as assigned

Educational Qualification

• B.Sc or HND in English Mass Communication or any related discipline

Experience:

• 1-2+ years in a Customer Service or similar role

Skills and Abilities:

• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• High proficiency in MS office suite
• Must be able to prepare management reports and correspondence
• Good knowledge of administrative and clerical processes
• Good stress and time management skills

Personal Attributes:

• Highly organized and detailed
• Passion for people
• Loves to talk and socialize
• Has high energy levels
• Attention to detail

go to method of application »

Function of the Role

• Ensure that all delivery machinery (bikes and bus) and equipment are in good working condition
• Check that all delivery officers have the correct gear and are always properly kitted when fulfilling orders
• Provide oversight of the delivery, administrative and customer service units
• Work with customer service officer to receive and schedule jobs
• Keep track of all out-of-state and international deliveries and provide status reports to customers and management
• Work with customer service officer to prepare and send quotes for all international freight
• Establish priorities and sequences for processing and dispatching of customer requests
• Assign daily tasks to dispatch officers and track job performance
• Create and disseminate weekend schedules for staff and keep an updated calendar with records of shifts
• Create and maintain records of equipment and machinery purchase, servicing, repair and replacement
• Inspect the officer daily and ensure that it is kept tidy.
• Plan and organize tasks and resources to achieve strategic goals and objectives.
• Collaborate and coordinate with other departments to efficiently meet the needs of customers
• Improve operational systems, processes and policies in alignment with the company’s mission -- specifically, support better management reporting, information flow, business process and organizational planning.
• Manage and increase the effectiveness and efficiency of all vendor/ third party engagements (SME’s, repair workmen, logistic companies) etc.
• Contribute to short and long-term organizational planning and strategy sessions
• Measure progress towards set goals and take corrective action as appropriate.
• Assign tasks according to personal abilities and limitations; ensure fair and consistent workload distribution
• Review operating reports and resolve operational, and maintenance problems to ensure minimum costs and prevent operational delays.
• Monitor, develop and revise standard operational procedures and work practices in accordance with regulatory and organizational standards.
• Take appropriate and timely action in disciplinary situations; document actions taken in accordance with policy.
• Determine qualifications and competence of direct reports
• Perform other managerial duties as assigned
• Stay abreast of all regulatory and statutory requirements and ensure that the company is compliant

Requirements
Educational Qualification:

• B.Sc or M.Sc in Business Management, Project management or any related discipline

Experience:

• 3 + Years similar experience in leadership level in logistics and transport

Skills and Abilities:

• Ability to multitask
• Result-oriented team player with exceptional motivation and interpersonal skills.
• Good written and verbal communication skills
• High proficiency in MS Office Suite
• Must be able to prepare management reports and correspondence
• Good leadership, stress and time management skills

Personal Attributes:

• Have a deep desire to work in the logistics industry
• Logistics industry awareness
• Highly organized and detailed
• Passion for people
• Loves to fix things