Logistics Manager

• Sep 2022 - Present

• Ensure all unavoidable costs are controlled and fully recovered where possible, and all revenue is received on time and in full from clients with remittance supplied. • Maintain operational performance and contractual compliance to consistently achieve agreed SLA & KPIs and avoid any claims for losses and damages. • Maintain frequent and excellent communication and effective expectation management with clients. • Ensure all client queries are documented and addressed, and feedback provided to the client within 24 hours. • Maintain Internal and External Reporting of accurate and high-quality content and format; Identity, drive and implement improvements in support of productivity & cost savings. • Effectively manage the operation in terms of financial performance, and operational process adherence. • Effectively manage Quality Management Systems (ISO) in accordance with Zest Logistics company policies, procedures, and specific audit requirements. • Ensure Corrective and Preventative Action reports and registers are kept up to date. • Ensure facility, processes, and documentation in constant audit readiness so that we always pass audits with no major findings. • Ensure regular documented two-way communication sessions with management and supervision of all areas (at least weekly). • Ensure effective succession planning is in place down to and including the team leader level. • Maintain and drive the culture of Ops Excellence with ongoing OTP3. Show less

Customer Experience Manager

• Dec 2021 - May 2022

•Ensuring customer issues are handled on time-following up on customer complaints and convert unhappy customers to brand ambassadors. • Coming up with processes,procedures and KPIs that will lead to greater customer experience • Coming up with a reporting system •Interact with delivery team to coordinate •Liase with procurement team to ensure OTIF (One time in full ) delivery. •CRM management. •Task management using clickUp as a system for customer complaints and a resolution process. • Improved respond and resolution time - monitering in respond .io. •Created FAQ section on the website in collaboration with the Greenspoon team. Show less

Customer Service, Operations and Logistics Lead

• Mar 2017 - Mar 2021

Operations and Customer Service • Coordinating all activities in the company and ensuring the smooth running of the business in all the departments-Stores, sales, Technical and Accounts departments. • Writing professional response letters to customers. • Responding quickly to situations. • Taking inbound calls from customers. • Managing, manipulating and inputting data to spreadsheets. • Handling reservations and bookings. • Preparing customer service summary reports. • Dealing politely but firmly with demanding customers. • Carrying out a variety of administrative tasks. • Implementing new customer service policies and procedures. • Ensuring compliance to relevant policies. • Complying with the Data Protection Act at all times. • Verifying the accuracy of orders from customers. • Processing mail from customers. Logistics • Ensured the timely delivery of correct materials to the clients and the warehouse. • Planned deliveries of materials to the sites and planned efficient delivery schedules for drivers. • Forecasted the likely levels of demand for products to meet the Company's needs and kept a constant check on stock levels to maximize business efficiency. Procurement • Handled the process of Importing Liaising with clearing agents on goods under clearance and ensured that they did not incur any storage or demurrage charges. • Oversaw and ensured that import documents were processed, i.e. invoices, packing lists, the Certificate of origin, Certificates of analysis and import entries were sent to the clearing agents within 24hours from the time the invoice is raised. • Supported in resolving upcoming imports and exports challenges and issues and ensured immediate escalation as and when required. • Ensured timely execution of import supply plans and ensured that there were no stock-outs. • Ensured the timely Purchase of quality Goods and Services that met all specifications, company requirements and approved Suppliers. Show less

Operations and Project Administrator Lead

• May 2011 - Nov 2016

Duties and Responsibilities • Set up the Administration Office from scratch and oversaw daily activities in the Office. • Coordinated all the Logistics involved in Local / International travels (i.e handled VISA applications, Booking Air tickets, Accommodation, Ground transfers, etc for the Country Director during Official business trips. • Maximized the use of meeting room resources by scheduling and coordinating meetings through accurate maintenance of the electronic Boardroom Calendar. • Organized meetings i.e. scheduling appropriate meeting times, book-meeting rooms and ensured all requirements were available e.g. video conference facilities, catering, stationery. • Coordinated administrative processes inherent to Project implementation and Logistics support on the Project execution, organization of local and international workshops/conferences. • Participated in the preparation of annual work plan project budgets, quarterly and monthly budgets. • Delivered and maintained professional working relationships with internal clients and other project partners and ensured resource availability and allocation. • Participated in planning of project activities and set high-quality performance targets, ensuring adherence to technical standards, best practices, and donor guidelines. • Monitored progress against project output and provided feedback as needed; Measured project performance using appropriate tools and dispatched to donors’ representatives. • Ensured compliance with the agreed work plans through the implementation of a monitoring, evaluation and learning system. • Maintained comprehensive project documentation for audits and prepared donor reports while observing the contractual requirements. • Supervised a team of Office Assistants, Cleaners, Guards and other support staff in the Office. Show less

• Aug 2010 - Jun 2011

Conducting regular visits to the aging homes and assessing their needs so as to make appropriate budgets for them .Ensuring sound book keeping and procurement procedures are followed.Preparing purchase orders and sending copies to suppliers as well as departments that make requests,Administering the funds of the organization according to the approved budget and monitoring the monthly cash flow of the organization.providing regular reports on the revenues and expenditure of the programReviewing reports. Show less

• Nov 2009 - Jul 2010

Assist in setting up Unbound office in Dar es salaamAssist in evaluating all the Unbound beneficiaries previously under the former partner organization, Love and Mercy Coalition (LMC)Assist in provision of benefits to Unbound beneficiaries according to Unbound policiesAssist in hiring and developing local staff members