Doris Kiminda

•Creates and manages the Jumia KE/partners’ scorecard prior to the signing of any new external party that favors both company and the partner. •Collaborates with 5+ cross-functional staff throughout the department to ensure the smooth running of all logistics operations. •Develops daily logistics movement and personnel reports for senior management and monitor the activities to ensure 98% accuracy and efficiency. •Manages 3PL vendor portfolio by monitoring and evaluating vendor performance relative to each other to decide volumes and coverage areas given to each other. •Oversees cost optimization and automation of logistics processes to support the fast growth of the business, as well as reducing unnecessary costs. •Identifies opportunities for process improvements, and ensures compliance with international trade regulations by maintaining accurate documentation and certifications in collaboration with 30+ internal teams and external partners. •Identifies, develops, and implements continuous improvement and new initiatives that optimize service, inventory turns, and operational costs for Jumia company. •Monitors the performance of all 3rd party service providers on customer experience-related processes in supply chain management, such as timely delivery, and data completion entry, to ensure data availability as agreed. •Implements effective solutions to resolve consignment-related trading problems while maintaining 100% accuracy of contract documentation and database information. •Liaises with third-party vendors to identify and resolve issues in their delivery processes to ensure the best performance for Jumia deliveries. •Structures and conducts an analysis of third-party-logistic performance data available to monitor track and performance. •Prepares a service-level-agreement and processes for third-party logistics providers, to describe the products to be delivered at each time, as per requirements and load.

•Analyzed cross-country performance quarterly performance with the intention of enhancing the country’s trajectory, and formulated and builds a competitive logistics marketplace for Africa. •Performed staff management of 3PL partner including training, performance evaluation, development, and accountability. •Associated with key stakeholders both internally and externally to achieve 100% maximum levels of productivity, ensuring that the business benefits from the lowest possible cost and best value. •Assisted with executing monthly budget, including expense tracking and forecasting for distribution planning, cost controls, and revenue achievement according to productivity objectives for operational efficiency. •Coordinated training, performance evaluation, development, and accountability for over 20 new and existing third-party-logistics staff. •Supervised workloads, contributed to the setting of team targets for the site, and managed poor conduct where necessary. •Assisted with system conversions and ongoing developments to ensure a timely and efficient implementation which was not disruptive to client service but enhances our go-forward offering. •Support the supervisory team in the recruitment of suitable high caliber, and customer service-focused staff. •Measured and reported on the progress of various key performance indicators (KPI) that were linked to the operational performance. •Coordinated logistics operations, including transportation, warehousing, inventory management, and order fulfillment, to ensure on-time delivery and high-quality service.

• Completed voluntary customer service supervisor training to identify and understand different personalities within a team of representatives. • Received supplier invoices and delivery notes, and evaluated them to ensure they were correct and passed to the appropriate department for processing • Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them with the resources needed to reach their goals. • Maintained effective communication with customers via phone, email, and letter. Provided scripts to read from during phone calls. • Organized bi-weekly meetings with program managers to discuss and identify ideas for driving significant improvement in operations. • Assisted Agent with the handling of highly escalated customers via polite communication and issue-resolution skills. • Created a new training manual for call center customer service representatives that streamlined the process of answering tough questions. • Arranged deliveries of orders from the supply chain department, and assisted the sales team with quotations and client/product knowledge • Reviewed and approved return goods authorizations (RGA), and communicated product issues to production managers and quality assurance teams. • Developed, implemented, and updated best practices to streamline operations, standardize processes, and enhance customer service.