Lafarge
Order Fulfillment Executive, Lagos
Location: Opebi, LA, NG, 100212
Who is Lafarge?
As a global leader in innovative and sustainable building solutions, Lafarge is enabling greener cities, smarter infrastructure and improving living standards around the world. With sustainability at the core of our strategy, we are becoming a net-zero company, with our people and communities at the heart of our success. We are driving circular construction as a world leader in recycling to build more with less. It’s all thanks to our 7,000 talented people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products.
Who are Lafarge People?
Lafarge people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues
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.
What you’ll be doing
- 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.
What we are looking for
- 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
Your Lafarge Experience
At Lafarge, there is endless opportunity for you to play your part. Whether you’re in a technical, managerial, or frontline role, you can shape a career that works for you. With us you’ll have the chance to embrace the passion we share for our planet. You’ll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best. Because it’s only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.