Owens & Xley Consults – Our client, a leading Courier and Logistics company, is recruiting suitably qualified candidates to fill the position below:
Job Title: Operations Manager
Location: Lagos
Function of the Role
Function of the Role
- Ensure that all delivery machinery (bikes and bus) and equipment are in good working condition
- Check that all delivery officers have the correct gear and are always properly kitted when fulfilling orders
- Provide oversight of the delivery, administrative and customer service units
- Work with customer service officer to receive and schedule jobs
- Keep track of all out-of-state and international deliveries and provide status reports to customers and management
- Work with customer service officer to prepare and send quotes for all international freight
- Establish priorities and sequences for processing and dispatching of customer requests
- Assign daily tasks to dispatch officers and track job performance
- Create and disseminate weekend schedules for staff and keep an updated calendar with records of shifts
- Create and maintain records of equipment and machinery purchase, servicing, repair and replacement
- Inspect the officer daily and ensure that it is kept tidy.
- Plan and organize tasks and resources to achieve strategic goals and objectives.
- Collaborate and coordinate with other departments to efficiently meet the needs of customers
- Assign tasks according to personal abilities and limitations; ensure fair and consistent workload distribution
- Review operating reports and resolve operational, and maintenance problems to ensure minimum costs and prevent operational delays.
- Monitor, develop and revise standard operational procedures and work practices in accordance with regulatory and organizational standards.
- Take appropriate and timely action in disciplinary situations; document actions taken in accordance with policy.
- Improve operational systems, processes and policies in alignment with the company’s mission — specifically, support better management reporting, information flow, business process and organizational planning.
- Manage and increase the effectiveness and efficiency of all vendor/ third party engagements (SME’s, repair workmen, logistic companies) etc.
- Contribute to short and long-term organizational planning and strategy sessions
- Measure progress towards set goals and take corrective action as appropriate.
- Determine qualifications and competence of direct reports
- Perform other managerial duties as assigned
- Stay abreast of all regulatory and statutory requirements and ensure that the company is compliant
Requirements
Educational Qualification:
Educational Qualification:
- B.Sc or M.Sc in Business Management, Project management or any related discipline
Experience:
- 3 + Years similar experience in leadership level in logistics and transport
Skills and Abilities:
- Ability to multitask
- Result-oriented team player with exceptional motivation and interpersonal skills.
- High proficiency in MS Office Suite
- Must be able to prepare management reports and correspondence
- Good written and verbal communication skills
- Good leadership, stress and time management skills
Personal Attributes:
- Have a deep desire to work in the logistics industry
- Passion for people
- Loves to fix things
- Logistics industry awareness
- Highly organized and detailed
Job Title: Customer Service Officer
Location: Lagos
Key Responsibilities
Location: Lagos
Key Responsibilities
- Answer calls, emails and web chat enquiries from prospective customers
- Ensure that all telephone lines are turned on by 8:30 am Monday to Friday
- Work with Operations Manager to provide delivery status updates to customers
- Receive orders, record and transmit to Operations Manager
- Return all missed calls
- Keep and maintain the staff attendance register
- Ensure compliance with set standards of customer service when conversing with clients
- Help achieve sales objectives by making telesales and utilizing upselling opportunities
- Create and update customer profile/accounts to allow for easy resolution of customer problems
- Escalate complex issues to the Operations Manager for proper resolution
- Maintain records of inquiries or complaints as well as logs of interaction with customers
- Create a tracking identity number for each job order
- Work with Operations Manager to provide quotations for international freight
- Provide customers with accurate information regarding the company’s services
- Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
- Go the extra mile to build and maintain positive trust relationship with clients
- Perform all other duties as assigned
Educational Qualification
- B.Sc or HND in English Mass Communication or any related discipline
Experience:
- 1-2+ years in a Customer Service or similar role
Skills and Abilities:
- Knowledge of customer service practices and principles
- Ability to handle stressful situations appropriately
- High proficiency in MS office suite
- Must be able to prepare management reports and correspondence
- Excellent data entry and typing skills
- Superior listening, verbal, and written communication skills
- Good knowledge of administrative and clerical processes
- Good stress and time management skills
Personal Attributes:
- Highly organized and detailed
- Passion for people
- Loves to talk and socialize
- Has high energy levels
- Attention to detail
How to Apply
Interested and qualified candidates should send their CV’s and Cover Letters to: recruitment@owensxley.com
Deadline: 2nd September, 2017.
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