After-sales Manager - Jumia
5d ago
source : BetaJob

Job Objective

  • 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.
  • Key Responsibilities

    Aftersales Process and Team Management :

  • 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
  • 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.
  • Qualification & Experience

  • Bachelor's degree (Logistics Supply Chain,) or a good degree
  • Proficient in Microsoft Office - Excel, PowerPoint, Word, Email, Internet 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.
  • We Offer

  • A unique experience in an entrepreneurial, yet structured environment
  • The opportunity to become part of a highly professional and dynamic team working around the world
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.
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