After-sales Manager at Jumia Nigeria

Department: Services - fulfillment - Aftersales

Job Objective 

• Responsible for accurately processing return of items from customers by evaluating the customer claims and products details.
• Manages the process for items going to inventory, vendors and customers.

Key Responsibilities
Aftersales Process and Team Management:

• Oversee the process of receiving and reconciliation of packages from Network team
• Ensure that proper quality check is done on each item that comes to the aftersales to ascertain customer claims
• Prevent losses through continuous process monitoring and tracking of all items processed by aftersales.
• Queue management of items in transit to and items received at the aftersales
• Performance management including appraisals and training of the Aftersales team on new systems improvements 
• Improve overall efficiency in Aftersales by suggesting systems improvement 
• Escalate issues to senior management within an appropriate time frame and provide fulfilment manager with end of day / shift handover information. 

Qualification & Experience 

• Bachelor's degree (Logistics Supply Chain,) or a good degree
• Proficient in Microsoft Office - Excel, PowerPoint, Word, Email, Internet etc
• Minimum of 4 years FMCG, or warehouse management or order management experience      
• Experience with quality assessment and control management
• Experience managing an aftersales process in FMCG or E-Commerce will be an added advantage 
• Performance-driven, ability to handle pressure and be able to meet strict deadlines.       
• Attention to detail and high level of accuracy and precision.       
• Self-organization, coordination, prioritization, follow up and problem-solving skills.      
• Excellent communication skills (written and verbal)    
• Strong interpersonal skills and the ability to motivate staff.

We Offer

• A unique experience in an entrepreneurial, yet structured environment
• The opportunity to become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.