Head of Aftersales & Reverse logistics
Jumia Egypt
Total years of experience :12 years, 9 Months
Manage 2 different functions
o Quality Check team - 5 Members perform technical and physical quality check on the returned products.
o Reverse Logistics Team - 10 Members perform reverse logistics operations
• Manage contracts with Fashion, Technology, General Merchandise suppliers by setting the goals and targets needed for achieving the top in class after sales services in the e-commerce sector.
• Coordination between several departments to maintain high level of after sales service, including custo mer service, purchasing, finance, 3PL, and own fleet for executing customers’ returns and refunds and replacements in the shortest SLA to ensure highest NPS.
• Prepare corporate documents of customers’ returns and present them to the Regional Board on a weekly basis with commercial advice on pushing or stopping specific products from all categories.
• Optimize the reverse logistics operations by developing and implementing tactics to optimize the reverse logistics operations.
• Recover inventory through refurbishing, repairing, recycling, and remarketing for value recovery and cost reduction.
• Creating new processes and working on the improvements of all old processes between aftersales and all teams to satisfy the customer
• Processes and Policy review & development, Improvement
• Quarantine Management
• Performance Management
• Technical Quality Check Management
• Returns to Vendors Management
• Seller Fulfilment to Vendors Management
Logistics & Warehouse Management
• Plan, organize, direct, manage and evaluate the inventory management activities
• Develop and communicate inventory management policies and procedures
• Direct and manage corporate governance and regulatory compliance procedures related to inventory management operations
• Monitor inventory levels and inventory movement OMS
•Review compiled inventory reports (quantity, type and value of materials, and equipment and stock)
• Managing over than 150, 000 item with huge varieties (around 60, 000 different SKUs)
• Coordinating with the buying operations about the upcoming shipments to inventory
• Specifying the needed stock level / SKU
• Improve all SOPs between inventory team and inbound, Outbound, Aftersales
• Forecasting the stock levels and what to be pushed in campaigns, after coordination with both buyers and commercial planners
• Reducing number of lost items
• Reducing the avg. lead time between items to picked and picklisted
• Has QC team responsible to QC all items before dispatching it to customers
• Overseeing the receipt and storage of incoming items
• Monitoring space and tracking stock levels
o Meets warehouse operational standards by contributing warehouse information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying warehouse system improvements. Provide enough information to entice your potential employers to call you
o Meets warehouse operational standards by contributing warehouse information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying warehouse system improvements.
o Accomplishes warehouse and organization mission by completing related results as needed.
o Warehouse senior specialist ( aftersales Team )
o Working in reverse logistics to return rejected orders from the customers to the suppliers
o Working with the couriers to make run sheets for the orders which get out from the suppliers to the customers directly
o QC items before going to the customers
o working on the returned items from customers to QC it and make report for QC failed items
o Ensure and manage the performance of Outsourced staff.
o Reduction of Warehouse processing Lead Time for Inbound / Outbound activities.
o 3PL & Logistics company performance improvement / monitoring
am working in engazat group now as an operation and
engazat group is shipping and oil services company ( www.engazatgroup.com )
i started to work with this company from march 2012 to build this company from A TO Z
o Operation team leader and acting as operation manager reporting to the owner directly
o Prepare and handle vendor contracts
o Generate and issue purchase orders to suppliers
o I was responsible for Supplier QCD (Quality, Cost and Delivery) performance and will personally lead the relation with key Suppliers and to Coordinate communication with Suppliers to insure Supplier QCD performance
o Coordinate communication with Suppliers to insure Supplier QCD performance
o Maintain and develop the Purchasing Department’s quality system in line with company objectives, as agreed by the company’s quality steering group, delivering first class quality products and services.
o Insures purchasing metrics are in place and uses them to drive improvements
telesales in wasla call center nobel talk campaign
we sell mobile services to Arab living in USA like calling cards
i have a good experience from this job i improved my sales skills and communication skills how to communicate and convince the customer through phone
gsk is working with advertising agency called cat, i was a sales outdoor we have like a brochures for Vaccination for hepatitis A for schools
am graduated from computer science elshrouk academy in 2011
i am graduated from saint fatima language school with 90% degree in 2007
