ibrahim anwer Abass

Jumia

• 3PL account mangerFull Time

  May 2022 - Mar 2024 -1 yr, 10 months

  Egypt , Cairo

  • Job Details:-Managing & coordinating the relationship between Jumia teams and the 3PL community. -Performance measurement of our partners' accounts and ensuring improving it regularly. -Preparing and validating the 3PLs' invoices, communicating their amounts and approvals to the finance team for payment release. -Follow up on the pending dues/COD amounts at the 3PL side to be settled within the agreed SLA. -Doing a daily follow-up on the pending orders at the 3PL last-mile hubs to be closed within the agreed lead time. -In charge of updating the losses liability, identifying root causes behind product losses or damages, and taking corrective actions to reduce the percentage. -Training 3PL last-mile hubs operations members to ensure compliance with reconciliation & package delivery attempt processes. -Setting administrative improvement plans for the last mile hubs. -Communicating and solving the daily issues between our partners, customer, and operation teams. Implementing and suggesting cost-reduction activities for both parties. -Build relationships between the vendor support center and our partners. -Responsible for implementing company-established logistics policies, procedures, and practices.-Managing & coordinating the relationship between Jumia teams and the 3PL community. -Performance measurement of our partners' accounts and ensuring improving it regularly. -Preparing and validating the 3PLs' invoices, communicating their amounts and approvals to the finance team for payment release. -Follow up on the pending dues/COD amounts at the 3PL side to be settled within the agreed SLA. -Doing a daily follow-up on the pending orders at the 3PL last-mile hubs to be closed within the agreed lead time. -In charge of updating the losses liability, identifying root causes behind product losses or damages, and taking corrective actions to reduce the percentage. -Training 3PL last-mile hubs operations members to ensure compliance with reconciliation & package delivery attempt processes. -Setting administrative improvement plans for the last mile hubs. -Communicating and solving the daily issues between our partners, customer, and operation teams. Implementing and suggesting cost-reduction activities for both parties. -Build relationships between the vendor support center and our partners. -Responsible for implementing company-established logistics policies, procedures, and practices.
• Inbound SupervisorFull Time

  Nov 2020 - May 2021 -6 months

  Egypt , Cairo

  • Job Details:Led the Fashion team in the delivery of all items using Inbound service coordination and planning skills, to achieve Our Quality service & all Fashion queue, Save a lot of money by implementing plan & Inbound of all items that match the description and reject all items that don't match to avoid any losses on Jumia, Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting, Used Microsoft Word and other software tools to create documents and other communications, Maintained energy and enthusiasm in a fast-paced environment,
• After sales Senior Jumia OperatorFull Time

  Jun 2019 - Nov 2020 -1 yr, 5 months

  Egypt , Cairo

  • Job Details:Managing All returns & Fail delivery packages ,Lead investigations into missing its inside department ,Working on Salesforce as the second Chanel of communication ,Sustain 5S & FIFO in operation ,Analyze data from Power BI to get productivity reports & material needs & % of every 3PL in the pickup flow to AS so ,I can plan manpower for every shift depending on 3PL timing & forecast Managing six teams inside After-sales with manpower reaches 160 Agents Finding points of development in the system & contact the central team to make it happen ,Managing Handovers between AS & other warehouses ,Changing the layout to take the best advantage of the space we had ,Doing all I can to provide team needs or tools to work in the best environment ,Finding weekly points of failure & set training sessions , Managing agent's schedule & annual for FTEs Doing all that's needed to achieve department KPIs , Making forecasts & plans before every camping or depends on the flow ,Coast reduction in the department Deciding grey Area cases ,Managing all After-sales assets ,Flagging maintenance with the Admin ,Finding a solution for every blocker ,Fixing points all the team can return to it in grey Area cases or blockers or development ,Training Tech team for QC ,Training the team on any new updates on the process Dealing with all departments in the company as part of development or part of the process ,CPA Team: to Handle any case related to CPA by providing proof or ReQC the item ,Content Team: any missing Information or wrong in the description CXP Team: work side by side with them to make sure all CXs satisfied and % of RTC items are under 3% ,VXP Team: Flag with them any low-quality products or counterfeit items (i was from the team that started the counterfeit guideline) ,Financial: updating sold offline deals on the system ,And a lot of other teams ,Platform using daily.
• Call Center Agent JumiaFull Time

  Jul 2018 - Nov 2019 -1 yr, 4 months

  Egypt , Cairo

  • Job Details:Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Responded to customer requests for products, services and company information. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores, Documented and detailed calls and complaints using call center.