Performance Senior Associate at Jumia Nigeria

The Senior Performance Associate (Loss & Defective) is a critical role dedicated to maintaining supply chain integrity by resolving delivery anomalies and recovering missing packages. This position focuses on high-level problem-solving, managing third-party logistics (3PL) performance, and conducting deep-dive investigations into inventory and location discrepancies.

• Drive Initiatives:
  Lead loss mitigation efforts by implementing performance control routines to deliver sustainable results and operational efficiency.
• Process Innovation:
  Identify operational improvements using Agile and Lean principles, process automation, and digital tools to focus on loss eradication.
• Risk & Compliance:
  Maintain a sound control environment by driving accountability in reporting and supporting audits to close risk issues.
• Quality Assurance:
  Use QA/QC results to improve process standards and colleague performance.

Aftersales & Warehouse Audits

• Operations Auditing:
  Conduct regular audits of warehouse after-sales, including return processing, product inspections, repairs, and customer refunds.
• Inventory Control:
  Evaluate processes for returned products to ensure items are logged, inspected, and restocked or disposed of per company policy.
• Service Assessment:
  Review the effectiveness of warranty services, repair turnaround times, and the accuracy of after-sales data.
• Reverse Logistics:
  Audit the efficiency of handling returned items from customers to ensure a seamless flow.

Exception & Recovery Management

• End-to-End Resolution:
  Oversee the resolution of "exception" packages, including those that are aged, damaged, misrouted, or held for investigation.
• 3PL & TMT Recovery:
  Investigate and manage the recovery process for inventory losses handled by in-house teams or third-party providers.
• Performance Audits:
  Monitor 3PL metrics to ensure lost or stalled packages are promptly identified and reclaimed.

Discrepancy Investigation & Analytics

• Root Cause Analysis:
  Investigate Warehouse Management System (WMS) errors, such as "missing location" flags, and implement corrective actions.
• Data Reporting:
  Perform analysis on metrics such as return rates and repair costs, providing actionable insights to senior leadership.
• Cross-Functional Collaboration:
  Partner with Finance, Legal, Customer Service, and Warehouse teams to align on regulatory standards and improve customer satisfaction.

• Education:
  BSc in Business Administration or a related field.
• Operational Expertise:
  Deep understanding of 3PL workflows and standard logistics transit procedures.
• Technical Proficiency:
  Hands-on experience with WMS, HMT, Power BI, inventory tracking software, and Google Tracker.
• Analytical Thinking:
  Strong ability to "follow the trail" of a package through complex digital and physical systems.
• Detail-Oriented:
  Exceptional accuracy in data entry and investigative documentation.