Order Fulfillment Manager

Overview

The role holder is responsible for supervising the Lafarge Africa PLC Order Management and Fulfillment operations, 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.

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.

Education/Qualifications

• 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

Local / International

Local Employment