Customer Fulfilment Specialist

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.

We are recruiting to fill the position below:

Job Position: Customer Fulfilment Specialist

Job Location: Lagos

Employment Type: Permanent - Full Time

Department: Operations

Workplace Type: Hybrid

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 of 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).