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  • Posted: Jun 21, 2018
    Deadline: Not specified
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    Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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    Manager - Order fulfillment & Delivery Assurance

    Role purpose:

    To ensure the development & implementation of order management and logistics customer assurance processes and procedures, systems & tools, oversee internal and external problem management, conduct continual Service Improvement (CSI), monitor & review operational performance as per agreed KPIs/PPIs, provide customer insights and drive customer experience within Ecommerce Logistics

    Key accountabilities

    • Monitor and review operational performance as per agreed KPIs in liaison with internal systems support teams, vendors, suppliers and 3PL service providers.
    • Continuous re-engineering of order management processes and procedures with respect to business requirements in order to protect and grow revenue through excellent customer service.
    • Management of drop ship orders and carry out reconciliation against agreed SLA with vendors.
    • A single point of contact for order management, process improvement and projects.
    • Champion innovations on order management aimed at enhancing current systems, improving accountability and service delivery to customers.
    • Identify, plan and train internal and external staff on new business improvement tools and systems.
    • Monitor the performance of key order management systems (Magneto ordering portal, warehouse & inventory, Business Intelligence, delivery systems) and timely engage support teams to minimize revenue leakage.

    Job Qualifications

    • Degree in a business/science discipline.
    • 5 years working experience in Customer service environment, of which 3 years should be in Supervisory Role.
    • Degree in Supply Chain or post graduate purchasing or logistics will be an added advantage.
    • Knowledge / Certification in Quality assurance for service will be an added advantage
    • Excellent knowledge of Safaricom products and services
    • Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
    • Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
    • Mentoring/coaching skills/experience.
    • Excellent interpersonal skills.
    • Good decision making skills

    Method of Application

    Interested and qualified? Go to Safaricom Kenya on safaricom.taleo.net to apply

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