Copia gives all consumers access to high- quality goods and services, regardless of their income level, access to technology or location.  By harnessing mobile technologies, a network of last-mile Agents and proprietary logistics technology, Copia serves a high growth market that formal retail and e-commerce cannot penetrate.

Customers place orders online or offline – using www.copia.co.ke, USSD or our network of over 25,000+ digitally connected last-mile Agents located across 16 counties.   Our internally managed, technology-enabled warehousing and logistics operation delivers the order to the Agent in 2-4 days.  

Working with Copia will give you an opportunity to:

• Have IMPACT by bringing accessibility to affordable goods and services to traditionally underserved customers and locations
• Quickly GROW your professional skillset by being part of a fast-paced, high growth and innovative organization.     
• THRIVE in a fun and entrepreneurial culture that values input and action from all.

Specifically, you will be accountable for:

1. Achieve high levels of customer satisfaction through excellence in order management, tracking, receiving, dispatching, and assuring the quality of goods.

2. Measure and report the effectiveness of fulfillment center activities and employee performance.

3. Organize and maintain the fulfillment floor ensuring production and packing management.

4. Ensure shipments’ and inventory transactions’ accuracy.

5. People management, Communicating job expectations, and coaching employees.

6. Determine staffing levels and assign workload. This will involve shift planning and management of the same.

7. Interface with various functions to answer questions or solve problems.

8. Maintain records, document necessary information, and utilize reports to project fulfillment status.

9. Identify areas of improvement and establish innovatively and/or adjust existing work procedure (s) and practices.

10. Confer and coordinate activities with other departments.

11. Ensure that all relevant procedures and processes are followed and adhered to in line with the Company’s procedures and requirements

12. Responsible for driving Standard Work and ensuring quality processes are implemented to ensure a "Right First Time" product to the customer aligned with their expectation.

13. Lead follow-up and resolve Customer concerns.

14. In conjunction with the fulfillment center manager, implement fulfillment and management systems and working practices in line with best practices and continuous improvement.

15. Build team philosophy and cultivate a team atmosphere by working with the team to achieve the company's targets and objectives.

16. Support, comply and ensure complicity with Health & Safety regulations, the Company Handbook, Quality, and Environmental standards, and all other Company policies and procedures

1. Must possess a belief in SAFETY over everything else

2. Strong knowledge of OFS/ERP systems

3. A multitasker with a belief in being PROACTIVE vs REACTIVE

4. Flexible and adaptable to changing priorities

5. Excellent customer service skills

6. Integrity, enthusiasm, and passion for continuous learning and development

7. An eye for quality to send the perfect product to the customer

8. Minimum of five years experience in warehousing, production, and distribution

9. Strong written and verbal communication skills

10. Able to work in a fast-paced environment

11. Excellent problem solving and conflict resolution skills

12. Proficiency in Microsoft Office (Excel, Word, PowerPoint) and email platforms.

You are also:

• Customer-centric – You put the customer first in everything you do. You are obsessed with fostering a positive customer experience.
• Prompt and decisive - You have a sense of urgency. You act promptly and with intention to make things happen efficiently and effectively. You do what needs to be done immediately, without being asked and in the most thorough way possible to achieve results.
• A team player – You proactively contribute to the team with the aim of adding value. You make positive contributions to team discussions that help the team move forward in achieving their goal
• Result oriented - You deliver results boldly. You recognize what results are important and you take the necessary steps to achieve them.
• Positive and fun – You learn from everything you do. You also give and take constructive feedback.