Operations Analyst

Overview

A company in its infant stages, we are redefining logistics, by revolutionizing the way international shopping, shipping, fulfilment and deliveries are done. Join us in making history


What You Will Do

  • Ensure all issues with the company website and apps are noticed and reported in a timely manner.
  • Respond to all emails, phone calls, WhatsApp messages, social media engagements and live chat messages in real time or within 15 minutes from when they are sent.
  • Ensure real-time status updates of all client requests across all 5 service areas
  • Work with sales/marking staff to convert prospects into actual and satisfied users.
  • Provide an exceptional customer experience to all clients – online, over the phone and in person
  • Create tickets for all issues and track them until resolution
  • Work with development team to test and deploy new releases or bug fixes
  • Ensure accurate sorting and delivery of all items before expected delivery date
  • Work hand in hand with other departments to purchase, update, process, ship, clear and deliver packages
  • Coordinate and create all needed shipping documents for both imports and exports in a timely fashion ensuring all IATA and IAC guidelines are met
  • Track shipment progress on third party sites until arrival at destination country
  • Ensure received packages from remote offices are delivered to clients intact and as received
  • Prepare a daily turnover report to upcoming shift and management on status of daily tasks
  • Complete daily checklist in a timely manner before noon each working day.
  • Ability to examine online stores and successfully complete purchase requests
  • Familiarity with the operations in the shipping industry, to include but not limited to, pick ups, drop offs, Bill of Laden, Commercial Invoice, etc
  • Good understanding of common and advanced terminologies in the shipping industry
  • Create packing lists and delivery slips in a timely manner
  • Work with the finance team to reconcile expected payments with actually received payments and follow up on all payments due
  • Ensure all items in pending status are followed up on within a few hours from when they care created
  • Provide timely updates to members on delayed shipments
  • Ensure company phone WhatsApp number is used to broadcast company activities on a weekly basis
  • Ability to comfortably use computers, a variety of mobile devices and Microsoft office applications to include navigating web pages and apps.
  • Ability to walk a user remotely over the phone through issues encountered with our platform (website and apps) or to walk a user remotely over the phone or in person on how to use our platform.
  • Able to market the company to include attending events to promote the company
  • Excellent customer service and able to professionally interact with customers in person and over the phone
  • Able to quickly learn new programs and processes
  • Able to write and update training guides on existing processes or new ones.
  • Open to flexible work hours, to include periodic early morning starts/late nights and weekend work.
  • Receive and process exports in a timely manner
  • Flag suspicious activities and report to management for next steps
  • Work effectively to cut down on delivery window by hours and days
  • Create Shipper Letter of Intent for imports to Ghana

Other roles as assigned by management


Required Qualifications, Skills and Competences

  • Bachelor’s degree in business, marketing, economics or related field.
  • Experience in customer service
  • A commitment to excellent customer service.
  • Excellent written and verbal communication skills.
  • Superb interpersonal skills, including the ability to quickly build rapport with both customers and suppliers.
  • Experience using computers for a variety of tasks.
  • Competency in Microsoft applications including Word, Excel, PowerPoint and Outlook.
  • Able to work comfortably in a fast-paced environment.
  • Able to work with little to no supervision
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