In this role I,• Handle all incoming or outgoing customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Freshdesk}, web chat and emails.• Update Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.• Identify reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations) and attempt service recovery by calling affected Agents and customers and offering proactive solutions.• Escalate tickets within the organization through Freshdesk if they cannot be solved immediately.• Make calls to potential customers to locate a copia Agent nearest to them.• Follow ups on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution

Duties:• Follow up with the loading team to ensure trucks are arranged in a countable manner at the confirmation area.• Ensure that no damages are caused by loaders and no broken tiles are loaded to the trucks • Ensure that pallets are kept at the designated pallets area after loading.• Coordinate with the Go down clerks, forklift operators and loaders to ensure that the trucks are loaded on time.• Ensure that the right quantity and quality of materials will load in the truck.• Monitor that the SAP code, color code and truck numbers are matching as per the waybill.• Coordinate with the final confirmation manager to give final confirmation for the materials loaded in the trucks.• Once the waybills are audited, give the proper documents to the drivers to ensure they leave the company’s premises

Duties:• Tender Secretariat office- preparation of tender document, tender and quotation opening, technical evaluation of tenders.• Purchasing office- preparation of notification letters, execution of performance bond• Payment office- receiving document from suppliers, store and purchasing office• Stores- ordering, receiving and issuing goods