Head of Logistics Operations at Leverage Support Service Limited

Leverage Support Services Limited is a company incorporated in Nigeria and positioned primarily to offer its clients logistics, procurement, and consulting solutions. We offer ourselves as a reliable bridge between our clients and their customers by picking up ordered products and delivering themsafely and on time to their customers.

We are looking for an experience person to fill the position below:

Job Title: Head of Logistics Operations

Location: Lekki, Lagos
Employment Type: Full-time

Job Description

• This position administers operations duties, advise on any issue relating to operations, analyze KPIs to be met each week and anticipate future operations dealings.
• Engage the Team in developing their understanding of Customer Experience and knowledge of what Customers’ needs / expects.

General and Strategic Responsibilities

• Responsible for marketplace operations
• Performs queue management for both Hubs
• Ensure weekly and daily Key Performance Indicators (KPI) are achieved for both hubs
• Ensure weekly virtual calls to clients Relationship Managers to defend both hubs for KPIs not met
• Ensures Pick up station Agent calls customers daily and Cycle count are done weekly for both hubs
• Monitoring functionality of In-house Mobile and Web based applications to optimize operation
• Respond to operations quarries in the proper reasons. Managing INBOUND & OUT BOUND Activities
• Maintaining reports and submitting status reports related to INBOUND and OUTBOUND activities and Issues.
• Oversee and manage reports for Delivery Agents customer experience, App and Delivery Satisfaction for both hubs
• Ensure enough bandwidth in territorial delivery team to ensure peak time delivery management
• Engage closely with the delivery team including associates, developing, and maintaining a highly motivated and performance driven team.
• Continuously improve the delivery process and attain a sustained level of delivery performance, through process and training improvements. Initiate improvements to enhance quality standards, reduce waste, and eliminate unnecessary work.
• Analysis of the data reports to identify performance bottlenecks and improve performance
• Ensure all Remittances to our clients are made as at when due.
• Design and put Operational processes in place as regard reconciliation with Delivery associates to ensure that items brought back to the hub are in good condition and untampered with to avoid unnecessary charge or claims to the company.

Partner Service Responsibilities:

• Ensures all Partners packages and their delivery is treated with upmost priority
• Ensures to maintain great communication with all Partners Relationship Managers
• Investigate and thoroughly resolve any issues as regards partners packages.
• Promptly escalate Partners challenges beyond the control of the operations team to management.

Delivery Associates Responsibilities:

• Manage all activities of Delivery Associates (In-house and 3PL) in the company
• Ensure no shortage in Delivery Associates across both Hubs at any point in time
• Responsible for sourcing for qualified Delivery Associates
• Manage and Monitor Delivery Associates performance and success rate for efficient delivery
• Schedule periodic operations and customers relation training for Delivery Associates

Customer Service Responsibilities:

• Welcome every customer with a smile and ensure they are attended to.
• Escalate customer issues and complaint to appropriate department
• Make outbound calls to customers with packages nearing due date for cancellation
• Make random outbound calls on Wed and Friday to ascertain feedback on customer satisfaction

Qualifications

• Excellent tertiary qualification, preferably in Human Resources, Business Management or other related field.
• 4 - 6 years cognate experience in a Logistics business
• Proven track record of leadership both strategic & logistics operational experience
• Knowledge of MS Office including Excel
• Must be confident and very well presentable.
• Must be an excellent team player.
• Must be diligent and firm with high ethical standards and an exceptional sense of confidentiality.
• Must have good budgeting skills as well as working knowledge of Wage Planning & Benefits Administration.

Salary
Annual Remuneration is between N1,500,000 - N2,000,000 plus commission.

Application Closing Date
31st December, 2021.