Aftersales Team Lead - Jumia (Full Time)

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.

Job Overview
The Aftersales Team Lead is responsible for accurately processing customer returns by evaluating claims and product details, managing the flow of items to inventory, vendors, and customers.

What You Will Be Doing

• Oversee the process of receiving and reconciliation of packages from the Network team.
• Ensure proper quality checks are done on each item to ascertain customer claims.
• Ensure all packages are processed on time.
• Prevent losses through continuous process monitoring and tracking of all items processed by aftersales.
• Manage the queue of items in transit to, and received at, aftersales.
• Drive performance management, including appraisals and training of the aftersales team on system improvements.
• Improve overall efficiency in aftersales by suggesting system improvements.
• Escalate issues to senior management within an appropriate time frame and provide the fulfilment manager with end-of-day/shift handover information.

What We Are Looking For

• Bachelor's degree (Logistics, Supply Chain, or a good degree).
• Proficient in Microsoft Office (Excel, PowerPoint, Word, Email, Internet, etc.).
• Proficient in Google Office Suite (Drive, Sheets, Docs, Gmail, etc.).
• Proven experience in FMCG, warehouse management, or order management experience.
• Experience with quality assessment and control management.
• Experience managing an aftersales process in FMCG or e-commerce is an added advantage.
• Performance-driven, able to handle pressure and meet strict deadlines.
• Attention to detail and high level of accuracy and precision.
• Self-organization, coordination, prioritization, follow-up, and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to motivate staff.
• Willingness to work overtime from time to time as mutually agreed.
• Must have NYSC certificate or possess a valid exemption letter. 
• Candidate must be based in Abuja.

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