- Location
- Senegal
- Type
- Full-time
- Department
- Supply Chain - Fulfillment
- Seniority
- Manager
- Experience
- 4+ years
- Source
- Greenhouse
Description
At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.
You need to follow simple guidelines:
- Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
- Apply with your Jumia e-mail.
The Aftersales Manager oversees the end-to-end post-delivery customer experience and reverse logistics operations.
This role ensures that returned items, defective products, customer claims, and warranty processes are handled efficiently, transparently, and in full compliance with company standards to protect both customer trust and operational margins.
What You Will Be Doing:
- Lead and optimize reverse logistics operations, including customer returns processing, item inspection,
refurbishment, and vendor returns. - Manage customer dispute resolutions, claims evaluation, and warranty workflows in collaboration with
Customer Experience (CXP) and Commercial teams. - Monitor key performance indicators (KPIs) such as return processing turnaround time (TAT), scrap rate, defect
detection accuracy, and vendor recovery rates. - Implement robust quality control processes at reverse processing centers to prevent fraudulent returns and
minimize inventory shrinkage. - Collaborate with logistics partners, 3PL vendors, and internal warehouse teams to streamline item movement
from last-mile hubs back to the central warehouse or sellers
What We Are Looking For:
- Education: Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related field.
- Experience: 4+ years of experience in e-commerce operations, reverse logistics, aftersales, or quality assurance
management. - Analytical Skills: Strong analytical capability with advanced Excel/data analysis skills to track operational metrics
and return trends. - Regulatory & Policy Knowledge: Deep understanding of consumer protection laws, return policies, and vendor
management practices. - Leadership & Soft Skills: Excellent leadership, negotiation, and cross-functional communication skills.
Skills
ExcelComplianceNegotiation