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The Aftersales Team Lead is responsible for accurately processing return of items from customers by evaluating the customer claims and products details.. Manages the process for items going to inventory, vendors and customers.

Key Responsibilities

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

Required Qualifications

Bachelors. Degree (Logistics- supply chain,) or a good degree
Proficient in Microsoft Office – Excel, PowerPoint, Word, Email, Internet etc.
Proficient in Google Office Suite – Google Drive, Google Sheets, Google Docs, Gmail, etc.

Relevant Experience

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

Skills and Competencies

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.

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