Customer Fulfilment Specialist, Lagos (Nigeria)

• 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.

• 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).

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

Sun King