Operations and Customer Service Manager at R4Kenya

Job Description

• The role of the customer service and fulfilment manager is to ensure that our customers receive a high quality of service from order through to aftersales, ensuring that our promises to our customers are always met.  
• Working alongside the 3PL utilising data to optimise warehouse and fulfilment operations 
• Track inventory levels to prevent stock-outs and/or deadstock 
• Managing a dynamic team of customer service representatives, full-time and part-time warehouse staff, and other operational team members 
• Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs 
• Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance 
• Innovative – You can "think outside the box" and are always looking for the next opportunity 
• Fun - You have a positive outlook and can contribute to a culture of having fun and enjoying the work we do 
• Proficient in Microsoft Office (Word, Powerpoint, Excel, etc.), inventory management systems, and warehouse management systems 
• Excellent communication skills (oral and written) 
• 3+ years in management fulfilment and customer service operations 
• Prior experience and familiarity with warehouse operations, Experience in managing 3rd party fulfilment & delivery partners 
• Experience in driving operational KPIs and targets 
• A strong customer-oriented focus 
• Experience in working cross-functionally with other departments by building relationships to achieve shared goals 
• Experience in introducing and/or improving new processes within a growing business 
• Manage all aspects of various fulfilment methods for our digital channels 
• Experience in managing the fulfilment operation, customer service and order fulfilment 
• Experience in handling customer complaints over the phone and in written formats.  
• Proven track record of analytical, interpersonal, leadership, and project management skills      

Responsibilities

• Manage the delivery of KPIs on all operational targets, including overall fulfilment costs and our customer delivery promises 
• Develops and implements business process initiatives to optimise departmental operations in accordance with overall business objectives. 
• Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals 
• Provides clear direction and general guidance to the department in formulating and implementing procedures and ensures that these are translated and enforced into action to meet operational goals. 
• Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation. 
• The fulfilment manager is responsible for order processing, warehouse operations, inventory and order tracking and delivery. The role is highly collaborative in nature; as a fulfilment manager, you will manage customer service representatives, warehouse staff, carriers, and 3rd party logistics providers to ensure that service level agreements (SLAs) and customer expectations are met. 
• Ensuring that all customers receive their deliveries on time and in full and that any potential failure is reported to the customer before they report it to us. 
• Maintains the highest standards of customer service by immediately attending to and resolving customer issues.