Job Description

Our client, a leading global provider of logistics and transportation solutions is looking to hire a competent and proactive Team leader (E-commerce) to help with their operations in Ghana.

ROLE PROFILE:
The successful candidate will oversee a team of customer care representatives as well as responsible for all online activities. This includes organizing promotions, working with customers to ensure efficient delivery of products/goods, implementing strategies to drive online sales and others.

Duties and Responsibilities

• Prepare, plan and promote organisation's subscription in conjunction with the sales and marketing teams to ensure customer growth and retention.
• Check and follow up on the new mailboxes opened for new subscribers to ensure all information and customer details are available.
• Maintain and record all customers’ communications, complaints and opportunities to ensure customers service and follow up.
• Supervise the team members to ensure customer service standards are met.
• Conduct daily, weekly, monthly and quarterly meetings and ensuring to update and record meeting conclusions, thus communicating findings and suggestions with station manager.
• Report to station manager with proposed and achieved targets
• Set the team annual targets and budget in coherence with business direction to ensure product development and growth, and set proper follow up actions.
• Handle customer’s complaints; where needed, reporting to the customer service manager in the station to ensure customer satisfaction.
• Make sure that shipments are received and customs cleared on time along with money collection and receipt preparation in order to meet the accounting procedures.
• Prepare the monthly production report to monitor the product development according to set targets, and take necessary actions in order to achieve them.
• Set SMART objectives for team members, provide recommendations and support to ensure objectives fulfillment.

Initiation and follow up on campaigns and projects set by the marketing team to ensure effective deployments and implementation. 

Required Skills or Experience

• Bachelor Degree in business or in a related filed
• 3-5 years’ experience in sales & customer service, e-commerce and public relations
• English Proficiency
• MS Office Applications (Word, Excel, Power Point & Outlook)

COMPETENCIES

Conceptual Thinking & Innovation

• Makes complex ideas or situations clear, simple, and/or understandable

• Assembles ideas, issues and observations into a clear and useful explanation
• Restates existing observations or knowledge in a simpler fashion

 Achievement Drive

• “Challenging” means it is a definite stretch, but not unrealistic or impossible
• Refers to specific measures of baseline performance compared with better performance at a later point in time.
• Setting out to achieve a unique standard

 Developing Others

• Gives specific positive or mixed feedback for developmental purposes
• Gives negative feedback in behavioral rather than personal terms
• Reassures and/or expresses positive expectations for future performance when giving
• Gives individualized suggestions for improvement

Organizational Commitment

• Acts to support the organization’s missions and goals
• Makes choices and sets priorities to meet the organization’s needs and fit with the organizational mission
• Cooperates with others to achieve objectives in the larger organization

 Customer Service Orientation

• Knows the customer’s business and /or seeks information about the real underlying needs of the customer, beyond those expressed initially

Integrity

• Publicly admits having made a mistake
• Speaks out when it may hurt a trusted relationship

 Relationship Building

•  Builds or maintains rapport with friends or acquaintances
• Pursues friendly relationships with associates, customers, or others at clubs, restaurants, sports events etc.

Leadership

• Protects the group and its reputation vis-à-vis the larger organization or the community at large
• Obtains needed personnel, resources, information for the group
• Provided or secures needed support and development for both the individual and the leadership team as a group

Teamwork

• Acts to promote good working relationship regardless of personal likes or dislikes
• Builds good morale or cooperation within the team, including creating symbols of group identity or other actions to build cohesiveness
• Encourages or facilitates a beneficial resolution to conflict

Flexibility

• Alters normal procedures to fit a specific situation to get a job done and or meet company goals

Initiative

• Acts to promote good working relationship regardless of personal likes or dislikes
• Builds good morale or cooperation within the team, including creating symbols of group identity or other actions to build cohesiveness
• Encourages or facilitates a beneficial resolution to conflict

SKILLS

• Communication Skills
• Interpersonal Abilities
• Time Management Skills
• Problem-Solving
• People Management
• Influencing & Persuading
• Goals Setting
• Organization & Planning Skills