Aftersales Team Lead - Fixed Terms

About Jumia:

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

What you will be doing:

• Successful daily shipment of customer orders in alignment with the predefined targets
• Zero-percentage error rate of customer orders
• Be accountable and responsible for all picking slips in circulation
• Ensure that all customers' orders are picked and shipped within the applicable timelines
• Successful management, growth, and development of the picking and packing team
• Drive and implement process optimization to ensure maximum output
• Enough and successful management of the 3rd Party Logistics Service Provider
• Manage and resolve all picking errors within the predefined lead times
• Provide daily reporting on output
• Provide constructive insight and feedback if targets are not reached
• Responsible and managing of all customer shipping queries within an acceptable timeframe

What we are looking for:

• Bachelor's degree in Business Administration, Operations Management, or a related field; additional certifications in customer service or operations management are a plus.
•  years of experience in operations, customer service, or aftersales management, preferably in a fulfillment or e-commerce environment.
• Strong knowledge of aftersales processes, including returns management, complaint handling, and customer support best practices.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels.
• Proven problem-solving and analytical skills, with the ability to identify issues, analyze data, and develop solutions to address root causes.
• Strong organizational skills, with the ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced environment.
• Proficiency in using technology tools and systems for tracking, monitoring, and reporting aftersales activities.
• Leadership skills, with the ability to motivate and inspire team members to achieve goals and deliver exceptional service.
• Flexibility to adapt to changing priorities and responsibilities as needed.

We Offer:

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders