About Us:

Sokowatch is transforming communities across Africa by revolutionizing access to essential goods and services. By connecting small shops to the digital economy, we fix inefficient supply chains and provide services that were previously unavailable. Sokowatch aims to provide everything a retailer needs, no wholesalers or banks necessary.

Thousands of retailers across East and West Africa use Sokowatch's mobile ordering and delivery platform to receive the goods they need as quickly and cheaply as possible while also accessing growth financing for the first time. We’re looking to grow our team with highly talented and motivated employees who are excited to work in a fast-paced and dynamic startup environment.

Position: Branch Customer ServiceManager

Location; Kigali, Rwanda

Key Responsibilities

  • Continuous improvement effort to the LCS SOPs with an aim to:
  • Enhance the customer experience journey promoting retention
  • Enhance the work experience of the logistics team
  • Promote productivity and efficiency to eliminate risk
  • Primarily focus on customer service - fulfillment and asset care
  • Manage fleet budgetary allocation ensuring all daily operational activities run as smoothly as possible with optimum asset availability
  • Sign off on all asset work orders, ensuring Finance have visibility on Fleet expenses
  • Continuously drive for adoption and successful execution of AM (daily and weekly pre - trip inspection) and PM (based on the recommended serving intervals by OEM) schedules
  • Responsible for driving a safety conscious culture among the team through: Visual management e,g. Safety posters; Sensitization e.g. WhatsApp safety messages, defensive driving trainings etc
  • Ensure all customer orders are delivered OTIF in accordance to predetermined SLAs
  • Communicate on time to customers directly or indirectly through Customer Care on all failed or late deliveries
  • Accurately collect and surface all customer pain points / complaints as collected directly or indirectly by DAs for business review and continuous improvement
  • Gate keep on deliveries made against incoming payment with an aim of 100% settlement on all customer orders delivered
  • Ensure DAs turnaround time is optimised thus monitoring slack performance per DA

Requirements

  • Bachelors in Statistics or any other Business related course
  • At least 3 years experience in a similar role
  • Detail oriented and good problem-solving skills
  • They should have exceptional analytical abilities and organizational skills.
  • They need to be knowledgeable in computer applications.-(A Must)
  • Good in reconciliation
  • Willingness and ready to learn