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Performance Senior Associate - Jumia (Full Time)

Nigeria

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.

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.

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
 
Please ensure to only apply for jobs with Jumia through our official website.
Jumia will never charge you a fee to apply for a job: be wary of websites that claim to help you apply for a Jumia job or that charge a fee to get you a job.

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