Order Fulfillment Executive Job at Lafarge

Lafarge is a world leader in building materials, with top-ranking positions in its Cement, Aggregates & Concrete businesses. Located in 64 countries with 65,000 employees, the vision of Lafarge in Nigeria is to be the most trusted and preferred partner of Nigerian construction professionals and home builders by delivering cement and concrete solutions that are best in quality, environmentally sustainable and nationwide available at affordable cost.

We are recruiting to fill the position below:

Job Position: Order Fulfillment Executive

Job Location: Opebi, Lagos
Employment Type: Full-Time

About the Role 

• 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.

Requirements

• B.Sc. in any Business/Statistical/Science course.
• At least 5 years of 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
• Strong leadership capabilities
• Good supervisory and people management skills
• Organizing and planning skills
• 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 communication and influencing skills
• Interpersonal skills.  

Working Options:

• Based in Lagos or willing to relocate 
• Role requires flexible working times.