Aftersales Team Lead at Jumia Nigeria

Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option for extra convenience. Shopping online in Nigeria is easy and convenient with us. The Jumia mall provides you with a wide range of products you can trust. Discover JIM’s Big Thing for that special person in your life. You can also shop online for Valentine gifts and have them delivered directly to your loved one.The Aftersales Team Lead is responsible for managing the end-to-end returns process, ensuring accurate evaluation of customer claims, quality assessment of returned products, and efficient processing of items for redistribution to inventory, vendors, or customers.

What you will be doing:

Oversee receipt and reconciliation of return packages from the Network team
 Conduct thorough quality assessments on all returned items to validate customer claims
Ensure timely processing of all packages within established SLA timeframes
Manage queue systems for items in transit and received inventory
Implement continuous monitoring processes to prevent losses and track all processed items
Maintain accurate records and documentation for all aftersales transactions
Lead performance management including appraisals, training, and development of aftersales staff
Train team members on new systems, processes, and quality standards
Foster a high-performance culture focused on accuracy and efficiency
Identify and recommend system improvements to enhance aftersales efficiency
Escalate critical issues to senior management with appropriate urgency
Provide comprehensive end-of-shift handovers to fulfillment managers

What we are looking for:

Bachelor's degree in Logistics, Supply Chain Management, or related field
Minimum 4 years experience in FMCG warehouse management, order fulfillment, or similar operations
Experience in quality assessment and control management
Aftersales or returns management experience in FMCG/E-commerce (preferred)
Proficient in Microsoft Office Suite (Excel, PowerPoint, Word)
Experience with Google Workspace (Drive, Sheets, Docs, Gmail)
Familiarity with inventory management systems
Performance-driven with ability to work under pressure and meet strict deadlines
Exceptional attention to detail with high accuracy standards
Strong organizational, coordination, and prioritization skills
Excellent problem-solving and analytical abilities
Outstanding written and verbal communication skills
Proven leadership skills with ability to motivate and develop team members
Flexibility to work overtime when business needs require