Job Vacancy: Customer Fulfilment Specialist, Lagos (Nigeria)

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Job Vacancy: Job title: Customer Fulfilment Specialist, Lagos (Nigeria)

Job description: Customer Fulfilment Specialist, Lagos (Nigeria)

Department: Operations

Employment Type: Permanent – Full Time

Location: Nigeria

Description

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Job Location: Lagos (Nigeria)

The Team you will join:

The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of. The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.

About the role:

The Customer Fulfillment Specialist will serve as the interface between the company and customers. The person will ensure that customers’ orders are fulfilled in a timely and satisfactory manner, so customers return and refer the business to other potential customers.

What you would be expected to do:

• Manages the entire cluster of retails shops or partners to ensure all orders requested are fulfilled.
• Preparing Proforma Invoice, Packing lists and other sales/export documents.
• Handling all investigations and reconciliations of all customer complaints and queries on short delivery, damaged goods, delayed delivery, delayed order, blocked order, wrong invoicing/pricing etc. on a daily and timely basis and treats all correspondence.
• Communicating with customers to ensure satisfaction after service is provided.
• Partake in the development and implementation of customer service/ fulfillment policies and procedures.
• Direct the daily operations of the fulfilment service team.
• Plan, priorities and delegate work tasks to ensure proper functioning of the department.
• Review and track customer complaints and resolutions.
• Handle complex and escalated customer / fulfillment service issues.
• Define and communicate customer /fulfillments service standards.
• Develop customer/fulfillment satisfaction goals and coordinate with the team to meet them on a steady basis and memos to the department.
• Reports order processing time analysis, on-time departure rate and fulfilment rates.
• Ensures accurate and correct database of customers in line with approved financial risks levels.
• Work with the Sales Team in monitoring the level of trade returns and classification of returns by reason codes with the aim of reducing occurrence to its barest.
• Focus on the key customer service drivers: customer service mind-set; timely order processing, proactive notification about the delivery status; exceptional management efficient order management.
• Work with the Logistics coordinator to ensure on time delivery of customers’ orders and retail outlets

You might be a strong candidate if you:

• Have a minimum of HND/BSC in supply chain/Purchasing and supplies/Business management or related field.
• Have 2 years’ cogent experience preferably FMCG in the supply chain line .
• Excellent hands-on Experience on use of computer tools (excel /macros /v-lookup /charts /pivot table) to be able to provide insights into data is a must have.
• Are good in solving problems with an open mind to go the extra mile.
• Have good Internal Stakeholder Management.
• Have the ability to accept changes and come up with agile solutions
• Have SCM Business Knowledge.
• Are an effective time manager and work under little or no supervision.
• Have soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.
• Knowledge and hands on experience in warehousing and distribution.
• Have the ability to work with distributors, sales teams, and sales agents to ensure smooth distribution operations.
• Have knowledge and working experience with a robust ERP / WMS (knowledge of SAP materials management module is an added advantage).

What we offer (in addition to compensation and statutory benefits):

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy.

Location: Lagos, Lagos State

Job date: Wed, 08 Nov 2023 00:39:32 GMT

Apply for the job now!