Order Fulfillment Manager at Lafarge Africa Plc

Lafarge Africa Plc is a member of the LafargeHolcim Group – the biggest building and concrete solutions company in the world. It is a publicly quoted company on the Nigerian Stock Exchange (NSE) and serves Nigeria with a wide range of building and construction solutions designed to meet housing and construction needs from small projects like individual home buildings to major construction and infrastructure projects.

We are recruiting to fill the position below:

Job Title: Order Fulfillment Manager

Requisition ID:  927
Location: Opebi, Lagos

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 of OFT 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.

Qualifications & Experiences

• 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

Application Closing Date
Not Specified.