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Aftersales Team Lead

Nigeria

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

  • Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
  • Apply with your Jumia e-mail.

The Aftersales Team Lead is 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.

What you will be doing:

  • 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
  • Ensures all packages are processed on time
  • 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.

What we are looking for: 

  • Bachelors. Degree (Logistics- supply chain,) or a good degree
  • Proficient in Microsoft Office – Excel, PowerPoint, Word, Email, Internet etc.
  • Proficient in Google Office Suite  – Google Drive, Google Sheets, Google Docs, Gmail, 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.
  • Willingness to work overtime from time to time as mutually agreed.

  • Deadline for applications: 14-04-2025
  • Round of Interviews:
    1. Technical Meeting with your potential manager
    2. Technical Meeting with your potential functional manager
    3. HR Meeting with our Talent Acquisition team

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