• Application Deadline:
• Position: Customer Fulfilment Specialist



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• Job Field Logistics 
  
  

About The Role

• The Customer Fulfillment Specialist will serve as the interface between the company and customers. The person will ensure that customers’ orders are fulfilled in a timely and satisfactory manner, so customers return and refer the business to other potential customers.


• Department Operations Employment Type Permanent - Full Time Location Nigeria Workplace type Hybrid

What You Would Be Expected To Do

• Manage a cluster of retail shops or partners to ensure timely fulfilment of all customer orders.


• Prepare proforma invoices, packing lists, and other required sales/export documentation.


• Handle investigations and reconciliations of customer complaints and queries (e.g., short delivery, damaged goods, delays, blocked orders, wrong invoicing/pricing) promptly and accurately.


• Communicate with customers to ensure satisfaction after service delivery.


• Participate in the development and implementation of customer service and fulfilment policies and procedures.


• Direct the daily operations of the fulfilment service team to ensure efficiency and compliance with standards.


• Plan and prioritize work tasks to guarantee proper departmental functions.


• Track and review customer complaints and resolutions, ensuring timely closure.


• Handle complex and escalated fulfilment/customer service issues.


• Define, communicate, and monitor customer/fulfilment service standards.


• Develop and track customer/fulfilment satisfaction goals, while coordinating team efforts to achieve them.


• Report on key fulfilment metrics such as order processing time, on-time departure rate, and fulfilment accuracy.


• Maintain accurate customer databases in line with approved financial risk levels.


• Work with the Sales team to monitor and classify trade returns by reason codes and implement measures to minimize recurrence.


• Focus on key customer service drivers: proactive communication, timely order processing, efficient order management, and excellent service delivery.


• Work with the Logistics Coordinator to ensure on-time delivery of customer and retail outlet orders.

You Might Be a Strong Candidate If You

• Have a minimum of HND/BSC in supply chain/Purchasing and supplies/Business management or related field.


• Have 2 years’ cogent experience preferably FMCG in the supply chain line .


• Possess strong Excel/analytical skills (macros, VLOOKUP, pivot tables, charts) to provide actionable data insights.


• Are good in solving problems with an open mind to go the extra mile.


• Have good Internal Stakeholder Management.


• Have the ability to accept changes and come up with agile solutions


• Possess solid supply chain management (SCM) knowledge.


• Are an effective time manager and work under little or no supervision.


• Have soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.


• Knowledge and hands on experience in warehousing and distribution.


• Have the ability to work with distributors, sales teams, and sales agents to ensure smooth distribution operations.


• Have knowledge and working experience with a robust ERP / WMS (knowledge of SAP materials management module is an added advantage).