Aftersales Team Lead - Jumia (Full Time)

About Jumia:

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

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

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