Jumia is a leading e-commerce platform in Africa. Our marketplace is supported by our proprietary logistics business, Jumia Logistics, and our digital payment and fintech platform, JumiaPay. Jumia Logistics enables the seamless delivery of millions of packages while JumiaPay facilitates online payments and the distribution of a broad range of digital and financial services.

We are fueled by the belief that technology has the potential to transform everyday life in Africa, for the better. We built Jumia to help consumers access millions of goods and services conveniently and at the best prices while opening up a new way for sellers to reach consumers and grow their businesses.

Jumia counts over 2,000 people across more than 10 countries, a diverse group of talent with different backgrounds, experiences and perspectives, driven by a common ambition to help build the digital future of Africa.

Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Jumia steps in. We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey.

We are building a Talent Pipeline for Logistics Team members.

What you will be doing:

Responsible for accurately processing return of items from customers by evaluating the customer claims and products details. Manage the process for items going to inventory, vendors and customers.

• Oversee the process of receiving and reconciliation of packages from the Network team
• Ensure that proper quality check is done on each item that comes to the aftersales unit to ascertain customer claims
• Ensure 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 unit
• 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 equivalent
• 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

We Offer: