Aftersales Manager - Jumia (Full Time)

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.

We are looking for a highly organized and detail-oriented Aftersales Manager to oversee the accurate processing of returned items from customers. In this role, you will evaluate customer claims, manage the flow of items returning to inventory, vendors, or customers, and ensure an efficient and loss-free aftersales process.

What you will be doing

• Oversee the receiving and reconciliation of packages from the Network team.
• Ensure proper quality checks are conducted on each item arriving at aftersales to thoroughly ascertain customer claims.
• Ensure all packages are processed on time.
• Prevent losses through continuous process monitoring and tracking of all items processed by the aftersales department.
• Manage the queue of items in transit to, and received at, the aftersales facility.
• Drive performance management across the Aftersales team, including conducting appraisals and training staff on new systems improvements.
• Improve overall efficiency in Aftersales by suggesting and implementing systems enhancements.
• Escalate issues to senior management within an appropriate timeframe and provide the Head of Fulfilment with end-of-day or shift handover reports.

What We Are Looking For

• A Bachelor's Degree in Logistics, Supply Chain, or another relevant field.
• A minimum of 6 years of experience in FMCG, warehouse management, or order management.
• Proven experience with quality assessment and control management.
• Experience managing an aftersales process in FMCG or E-Commerce is highly preferred and will be an added advantage.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Email, Internet) and Google Office Suite (Google Drive, Sheets, Docs, Gmail).
• A performance-driven mindset with the ability to handle pressure and meet strict deadlines.
• Exceptional attention to detail with a high level of accuracy and precision.
• Strong self-organization, coordination, prioritization, follow-up, and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the proven ability to motivate staff.

• Deadline for applications: 27-05-2026
• 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