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).

What Sun King Offers:

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.

About Sun King

Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.

Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.

Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.

Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.

From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.

Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.

Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.

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Shortlist Futures aims to unlock opportunities for youth and women in Africa through work experience and inclusive hiring in impactful sectors such as climate and clean energy.

This Climate Job Board is powered by Shortlist Futures.

Shortlist Futures aims to unlock opportunities for youth and women in Africa through work experience and inclusive hiring in impactful sectors such as climate and clean energy.