Operations and Customer Services Executive

1 week ago

Karachi, Sindh, Pakistan PhoneShark Full time 900,000 - 1,200,000 per year

Location:
Shahr-e-Faisal, Karachi, Pakistan

Timings:
Monday to Saturday - 10AM to 7pm with 1 hour break inclusive

Key Responsibilities:

Supply Chain Management

  • Oversee the procurement of parts and materials required for repairs.
  • Coordinate with suppliers to ensure timely delivery of devices.
  • Maintain accurate inventory levels.

Scheduling and Planning:

  • Develop and manage schedules for repair services.
  • Allocate resources efficiently to optimize workflow and meet customer demands.
  • Prioritize repair jobs based on urgency and customer requirements.

Coordination with Delivery Teams:

  • Collaborate with delivery drivers and teams to schedule and ensure timely pickups and drop-offs of parts, devices and completed repairs.
  • Monitor delivery schedules and routes to optimize efficiency and reduce transit times.
  • Communicate any logistical changes or updates to delivery teams promptly.

Communication:

  • Serve as a point of contact between clients, drivers and suppliers.
  • Handle operational inquiries and provide regular updates to customers on the status of repairs and deliveries. Create a customer up date checklist for this purpose.
  • Ensure that all stakeholders are informed about schedules, changes, and issues related to repairs and logistics.
  • Ensure customers are updated properly on their repairs

Quality Control:

  • Implement and maintain quality assurance programs to ensure repairs meet company standards.
  • Review QC checklist for each device and ensure every QC issues is resolved or approved by customer if not resolved before dispatching the device.
  • Create and Monitor performance metrics and identify areas for improvement across logistics and repair services.

Documentation and Reporting:

  • Maintain accurate records of inventory, repair orders, delivery schedules, and service performance.
  • Prepare reports on operational metrics, expenses, and inventory for management.

Process Improvement:

  • Analyze workflow and logistics processes to identify inefficiencies and implement improvements.
  • Collaborate with different departments to optimize operational processes and enhance service delivery.

Pricing Management

  • Negotiate prices with suppliers
  • Manage a repository of prices from suppliers
  • Update website prices

Key Qualifications:

  • Proven experience in operations management or a similar role.
  • Strong communication, leadership, and interpersonal skills.
  • Proficiency in MS Office, ERP, or other operational tools.
  • Problem-solving and decision-making abilities.
  • Highly organized, goal-oriented, and adaptable.

Education and Experience:

  • Bachelor's degree in business, supply chain/logistics, or a related field (preferred).
  • 2-3 years of experience in operation, with at least 2 years in a managerial role.

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