Performance Senior Associate at Jumia Nigeria

The Senior Performance Associate (Loss & Defective) is a critical role dedicated to maintaining supply chain integrity by resolving delivery anomalies and recovering missing packages. This position focuses on high-level problem-solving, managing third-party logistics (3PL) performance, and conducting deep-dive investigations into inventory and location discrepancies.

What you will be doing:

Loss Performance & Mitigation

• Drive Initiatives: Lead loss mitigation efforts by implementing performance control routines to deliver sustainable results and operational efficiency.
• Process Innovation: Identify operational improvements using Agile and Lean principles, process automation, and digital tools to focus on loss eradication.
• Risk & Compliance: Maintain a sound control environment by driving accountability in reporting and supporting audits to close risk issues.
• Quality Assurance: Use QA/QC results to improve process standards and colleague performance.

Aftersales & Warehouse Audits

• Operations Auditing: Conduct regular audits of warehouse after-sales, including return processing, product inspections, repairs, and customer refunds.
• Inventory Control: Evaluate processes for returned products to ensure items are logged, inspected, and restocked or disposed of per company policy.
• Service Assessment: Review the effectiveness of warranty services, repair turnaround times, and the accuracy of after-sales data.
• Reverse Logistics: Audit the efficiency of handling returned items from customers to ensure a seamless flow.

Exception & Recovery Management

• End-to-End Resolution: Oversee the resolution of "exception" packages, including those that are aged, damaged, misrouted, or held for investigation.
• 3PL & TMT Recovery: Investigate and manage the recovery process for inventory losses handled by in-house teams or third-party providers.
• Performance Audits: Monitor 3PL metrics to ensure lost or stalled packages are promptly identified and reclaimed.

Discrepancy Investigation & Analytics

• Root Cause Analysis: Investigate Warehouse Management System (WMS) errors, such as "missing location" flags, and implement corrective actions.
• Data Reporting: Perform analysis on metrics such as return rates and repair costs, providing actionable insights to senior leadership.
• Cross-Functional Collaboration: Partner with Finance, Legal, Customer Service, and Warehouse teams to align on regulatory standards and improve customer satisfaction.

What we are looking for:

• Education: BSc in Business Administration or a related field.
• Operational Expertise: Deep understanding of 3PL workflows and standard logistics transit procedures.
• Technical Proficiency: Hands-on experience with WMS, HMT, Power BI, inventory tracking software, and Google Tracker.
• Analytical Thinking: Strong ability to "follow the trail" of a package through complex digital and physical systems.
• Detail-Oriented: Exceptional accuracy in data entry and investigative documentation.