- Company: Brilliance Executive Management Consultancy
- Location: Zambia
- State: Lusaka
- Job type: Full-Time
- Job category: Administrative/Secretarial Jobs in Zambia
Description:
Job Summary
The Service Delivery Coordinator shall be the primary liaison managing the flow from order placement through to customer delivery. This includes being involved in the various services led projects by the Group and ensuring committed customer delivery timelines are met within the agreed timelines. The role shall be the primary liaison point between the sales & finance functions along with external vendors and logistics partners in ensuring the speedy processing of orders & projects to the customer.
Summary of Key Responsibilities;
Track performance to contracted service definitions and service level agreements and take corrective action where needed.
Daily reporting to internal and external stakeholders providing detailed and compressive reports on the status of orders, projects and other logistics aspects
Management of schedules and release of vehicle fleet and other assets of the Group
Be involved in site visits, inspections and quality assurance checks
Manage any service complaints/issues in the environment and work with the Vendor Management team to ensure the revision and development of underpinning contracts relevant to operational level agreements and SLAs.
Establish good relationships with the client representatives and client satisfaction is their first objective.
Manage customer expectations and ensure that relevant internal staff receive adequate de-briefs pre-project, during the project and post-project support.
Engage with the sales team in the identification of any opportunities and leads that may arise from time to time.
Facilitate the delivery of the service by establishing the relationship with the client, agreeing with the points of interaction and escalation, managing the budget of the service and ensuring the continuous delivery of the service according to the SLA.
Identify risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or delivery impact to the client.
Ensure that the right employees, equipment and product are deployed and available and that the service delivered meets the quality requirements agreed with the client.
Engage with the relevant internal stakeholders prior to the renewal date and plan the renewal strategy, agreeing on roles and responsibilities for any non-standard renewal. Where necessary assist with the revision of transition and implementation plans to supervise suitability for the renewed contract.
Required Competencies and Skills
Excellent Communications Skills
Attention to detail
Problem Solving Skills
Patient
A great attitude
A dynamic individual with ambition for growth
Good Interpersonal Skills
Strong logistics and operations Skills
Well versed with using applications such as Microsoft Office, CRM, reporting tools, etc.
Customer Experience Management Skills
Primary Areas of Accountability:
Qualifications and Experience
Degree or Diploma in Transport and Logistics or related
Must have a minimum of 3+ years’ work experience in service delivery, operations and or logistics;
Working experience in Courier, Shipping or delivery company will be an added advantage
Detailed understanding of customs clearing processes and formalities;
Good knowledge and understanding of ICT products and services
Experience in various stakeholder management and reporting.
Ability to proactively manage various stakeholder engagements
If you meet the minimum hiring requirements for the above position, please email your CV and Cover letter clearly stating your salary expectations to: jobs@bemconsult.com and copy in bemconsult@outlook.com
Note that, all communications will be kept in the strictest of confidence. If you do not receive communication within 14 days of the closing date of the advert, please consider your application unsuccessful.
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