- Job Title: Customer Fulfilment Specialist
- Location: Lagos
- Employment Type: Permanent – Full Time
- Department: Operations
- Workplace Type: Hybrid
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About Greenlight Planet
Greenlight Planet is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.
Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa. Greenlight’s Sun King™ products provide modern light and energy to 26 million people in more than 40 countries and have sold over 10.5 million products worldwide.
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.
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 qualification / B.Sc. Degree 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).
How to Apply
Interested and qualified candidates should click on ‘Apply Here’ below.
