Aftersales Team Lead

Company Overview

Jumia is a prominent pan-African e-commerce platform dedicated to enhancing everyday life in Africa by leveraging technology to offer innovative, convenient, and affordable online services. The company's ecosystem includes a marketplace, proprietary logistics network (Jumia Logistics), and a digital payment platform (Jumia Pay). With over 3,000 employees and a blend of local and international talent, Jumia was the first African tech company to be publicly listed on the New York Stock Exchange in April 2019.

Role Summary

The Aftersales Team Lead will oversee the accurate processing of customer returns, assess claims and product conditions, and manage the flow of items between inventory, vendors, and customers to optimize aftersales operations.

Key Responsibilities

• Manage the receipt and reconciliation of packages from the Network team.
• Ensure comprehensive quality checks for each returned item to validate customer claims.
• Guarantee timely processing of all packages.
• Mitigate losses by continuously monitoring processes and tracking aftersales items.
• Control the workflow of items in transit to and at aftersales.
• Lead performance management activities including appraisals and training related to system enhancements.
• Identify and propose improvements to increase aftersales efficiency.
• Escalate critical issues to senior management promptly and provide handover summaries to the fulfilment manager at shift end.

Candidate Profile and Requirements

• Possession of a Bachelor's degree in Logistics, Supply Chain, or a relevant field.
• Proficiency in Microsoft Office applications including Excel, PowerPoint, Word, and email platforms.
• Competence in Google Suite tools such as Drive, Sheets, Docs, and Gmail.
• Documented experience in FMCG, warehouse, or order management roles.
• Familiarity with quality assessment and control management processes.
• Prior involvement in leading aftersales processes in FMCG or e-commerce sectors is advantageous.
• Ability to work under pressure, meet stringent deadlines, and maintain performance standards.
• Strong attention to detail, precision, and accuracy.
• Excellent self-organization, coordination, prioritization, follow-up, and problem-solving capabilities.
• Outstanding written and verbal communication skills.
• Strong interpersonal skills with the ability to motivate and lead a team.
• Flexibility to work occasional overtime as agreed upon.
• Must have completed NYSC or hold a valid exemption certificate.
• Applicants must be based in Abuja, Nigeria.

What We Offer

• An entrepreneurial yet structured work environment.
• The chance to contribute significantly to the development of the African e-commerce industry.
• Being part of a highly professional and dynamic team.
• Exceptional opportunities for personal and professional growth geared towards developing future leaders.

Additional Information

Applicants should only apply through Jumia's official website. Jumia does not charge any fees for job applications. Beware of fraudulent websites that claim to facilitate job applications for a fee.