Client Operations Specialist – E-commerce & Last-Mile Logistics
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- Nairobi
- Permanent
- Full-time
- Managing and grow key e-commerce client accounts, acting as the primary point of contact for all operational and service matters.
- Developing strong strategic relationships with clients to understand their business goals, order volumes, and service expectations.
- Overseeing order planning, fulfillment coordination, and service delivery to ensure client SLAs are consistently met.
- Proactively identifying opportunities to expand account value through improved service offerings and operational efficiencies.
- Resolving escalations, service concerns, and performance issues promptly to maintain high customer satisfaction.
- Providing oversight to last-mile delivery operations including riders, fleet resources, and third-party transport partners.
- Ensuring efficient coordination of delivery routes, order dispatch, and distribution schedules.
- Monitoring operational performance metrics such as delivery timelines, order accuracy, productivity, and service quality.
- Collaborating with logistics and warehouse teams to ensure seamless order fulfillment workflows.
- Ensuring compliance with operational procedures, safety standards, and company policies.
- Working closely with Finance to ensure accurate, timely client billing and invoicing.
- Monitoring account profitability, cost structures, and service margins.
- Following up on outstanding payments and support credit control processes.
- Overseeing reconciliation between delivery data, service reports, and billing records.
- Preparing periodic account performance reports including operational and financial insights.
- Analyzing account performance trends and identify opportunities for operational improvement and cost optimization.
- Driving implementation of process improvements, automation tools, and SOP enhancements.
- Ensuring adherence to contractual obligations, service level agreements, and regulatory requirements.
- Supporting continuous improvement initiatives to enhance client experience and operational efficiency.
- Coordinating cross-functional teams including operations, finance, customer service, and logistics.
- Providing leadership and guidance to account coordinators and operational support teams.
- Participating in client review meetings, performance evaluations, and strategic planning sessions.
- Bachelor’s degree in business administration, Logistics, Supply Chain, or a related field.
- Minimum 6 years’ experience in fast paced e-commerce operations or last-mile delivery management.
- Proven experience managing riders, fleet operations, or subcontracted transporters.
- Experience in client account management and invoicing processes.
- Strong operational coordination and problem-solving skills.
- Excellent communication and client relationship management skills.
- Good analytical and reporting abilities.
- Strong organizational and multitasking skills.
- Proficiency in MS Office and reporting skills
- High level of accountability and attention to detail.
- Medical Cover
- Airtime
- Lunch Allowance
- Travel facilitation to clients