<div><strong>Job Location:</strong> Lagos (Nigeria)<br /><br /></div><div><strong>About the role:</strong></div><div>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. </div> <h2> What you would be expected to do: </h2> <ul><li>Manage a cluster of retail shops or partners to ensure timely fulfilment of all customer orders.</li><li>Prepare proforma invoices, packing lists, and other required sales/export documentation.</li><li>Handle investigations and reconciliations of customer complaints and queries (e.g., short delivery, damaged goods, delays, blocked orders, wrong invoicing/pricing) promptly and accurately.</li><li>Communicate with customers to ensure satisfaction after service delivery.</li><li>Participate in the development and implementation of customer service and fulfilment policies and procedures.</li><li>Direct the daily operations of the fulfilment service team to ensure efficiency and compliance with standards.</li><li>Plan and prioritize work tasks to guarantee proper departmental functions.</li><li>Track and review customer complaints and resolutions, ensuring timely closure.</li><li>Handle complex and escalated fulfilment/customer service issues.</li><li>Define, communicate, and monitor customer/fulfilment service standards.</li><li>Develop and track customer/fulfilment satisfaction goals, while coordinating team efforts to achieve them.</li><li>Report on key fulfilment metrics such as order processing time, on-time departure rate, and fulfilment accuracy.</li><li>Maintain accurate customer databases in line with approved financial risk levels.</li><li>Work with the Sales team to monitor and classify trade returns by reason codes and implement measures to minimize recurrence.</li><li>Focus on key customer service drivers: proactive communication, timely order processing, efficient order management, and excellent service delivery.</li><li>Work with the Logistics Coordinator to ensure on-time delivery of customer and retail outlet orders.</li></ul> <h2> What Sun King Offers: </h2> <ul><li>Professional growth in a dynamic, rapidly expanding, high-social-impact industry</li><li>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.</li><li>A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.</li><li>Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.</li></ul>