Aftersales Team Lead at Jumia Nigeria

Jumia is Africa's leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

We are recruiting to fill the position below:

Job Title: Aftersales Team Lead - Jumia

Location: Nigeria
Job type: Full Time

About the Role

• 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.

Responsibilities
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
• 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
• 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

Requirements
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
• 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
• 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

We Offer:

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders

How to Apply
Interested and qualified candidates should:
Click here to apply