Operations and Onboarding Associate - Lagos, Nigeria - Craftmerce

Description

Job Description

• We are seeking a detail-oriented and organized Operations and Onboarding Associate to join our growing team.
• The ideal candidate will be passionate about customer service, operations management, and process improvement, with a strong ability to multitask and prioritize tasks effectively.
• As an Operations and Onboarding Associate, you will play a crucial role in ensuring the smooth onboarding of new customers and the efficient management of day-to-day operations.

Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, including account setup, product listing, and integration with Craftmerce's platform. Provide training and support to customers to optimize their experience and ensure a smooth transition onto the platform.
• Operations Management: Oversee day-to-day operations to ensure the efficient functioning of processes. Monitor key performance indicators KPIs related to onboarding, order processing, and customer satisfaction. Identify areas for improvement and implement operational enhancements to streamline workflows and increase efficiency.
• Customer Support: Serve as a primary point of contact for customer inquiries, concerns, and escalations. Address customer issues promptly and effectively, striving to achieve high levels of satisfaction. Collaborate with other teams to resolve complex customer issues and ensure a timely resolution.
• Supply Chain Management: Manage relationships with suppliers and vendors to ensure timely delivery of products. Monitor inventory levels and replenish stock as needed to meet customer demand. Optimize the supply chain to minimize costs and maximize efficiency.
• Logistics Coordination: Coordinate shipping and delivery processes, including order fulfillment and tracking. Work closely with logistics partners to manage transportation and distribution. Ensure accurate and timely delivery of products to customers.
• Reporting and documentation: Maintain accurate records of customer interactions, orders, and operational activities. Generate reports on key metrics and performance indicators for management review. Document processes and procedures to ensure consistency and compliance.

Requirements

• Bachelor's Degree
• 1-3 years of experience in operations management, customer service, or a related role.
• Strong organizational and multitasking skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-centric approach to problem-solving.
• Proficiency inCRM software.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Experience in the e-commerce or B2B marketplace industry is a plus.