Sales, Customer Experience and Operations Specialist

Responsibilities:

Sales & Customer Conversion:

• Respond promptly and professionally to customer enquiries across approved channels, including WhatsApp, Instagram and other digital platforms. 
  
• Understand customer needs and confidently recommend appropriate products.
• Convert enquiries into completed purchases through product knowledge, communication and follow-up.
• Identify opportunities for upselling, cross-selling and repeat purchases.
• Deliver the individual sales and conversion targets set by the Business Development & Operations Manager.

Customer Experience:

• Own the customer journey from enquiry through purchase, delivery and after-sales.
• Provide accurate information on products, pricing, availability, payment and delivery.
• Handle customer questions, complaints, returns and exchanges professionally.
• Follow up appropriately after purchase to support satisfaction and repeat business.
• Capture recurring customer feedback and communicate relevant insights to the business development & operations manager.

Order Management & Dispatch:

• Monitor incoming orders and ensure they are actioned promptly.
• Confirm payment, product availability and order details before fulfilment.
• Coordinate picking, checking, packing and dispatch from the our operations/dispatch office.
• Liaise with approved delivery partners and track shipments through to completion.
• Keep customers informed of relevant delivery updates and escalate delayed or failed deliveries.

Inventory Management:

• Maintain an accurate and up-to-date view of our inventory.
• Conduct inventory lookups before confirming product availability.
• Conduct scheduled stock counts and prepare reconciliations for review by the business development & operations manager.
• Track sales, transfers, returns, damaged items and other stock movements.
• Identify and promptly report stock discrepancies, fast-moving, slow-moving and low-stock products to the business development & operations manager.

Stockist Coordination:

• Manage routine operational communication and stock administration for approved stockists across Lagos, Abuja, Kano and other locations under the manager’s direction.
• Maintain accurate records of stock supplied, sold, returned and transferred by each stockist.
• Obtain regular stock updates, reconcile reported balances against internal records and submit exceptions to the manager.
• Distribute only manager-approved product, pricing and promotional information to stockists.
• Provide the stock information required for replenishment decisions, execute approved stock transfers or replenishment instructions, and escalate unresolved discrepancies.

Pricing & Product Information Control:

• Maintain the approved master product and pricing list under the direction of the business development & operations manager.
• Check that authorised pricing and product information are consistent across the our website, customer communications and stockist materials.
• Implement and communicate approved price, promotion, product-listing and availability updates across assigned channels, including routine website updates, as directed by the manager.
• Identify and immediately escalate pricing, product information or website update discrepancies to the manager.
• The manager owns pricing and channel governance. This role does not set or approve prices, margins, discounts, promotions, stock allocations or commercial terms.

Social Selling & Digital Customer Engagement:

• Respond to product enquiries received through social media and convert appropriate enquiries into sales.
• Follow up with prospective customers and provide approved product information.
• Identify customer questions, trends and frequently requested products.
• Execute approved social-selling and customer-engagement activity; the business development & operations manager owns the wider marketing and content strategy.

Sales & Operations Reporting:  

• Maintain simple, accurate reporting for the Business Development & operations manager, including enquiries, orders, revenue and units sold.
• Best-selling and slow-moving products.
• Central and stockist inventory positions.
• Outstanding orders, returns and delivery issues.
• Repeat customer activity and key customer insights.

Requirements: 

• OND or equivalent qualification.
• 2–4 years’ experience in sales, retail, customer service, e-commerce, operations or a related customer-facing role.
• Demonstrated ability to meet sales targets or commercial objectives.
• Excellent verbal and written communication and strong interpersonal skills.
• Excellent attention to detail, organisation and follow-through.
• Comfortable with POS, e-commerce, inventory or order-management systems.
• Strong Microsoft Excel/Google Sheets or equivalent spreadsheet skills.
• Professional use of WhatsApp, Instagram and other digital communication platforms.
  
• Good numeracy and ability to reconcile sales, stock and payment information.
• Ability to work independently and take ownership in a fast-moving startup environment.

STRONG ADVANTAGE

• Previous experience in e-commerce or omnichannel retail.
• Experience with inventory control and stock reconciliation.
• Experience working with distributors, agents or stockists.
• Experience with Shopify, or similar e-commerce platforms.
• Experience within a premium, lifestyle, fashion, beauty, home or consumer brand.

The Ideal Candidate:

• We are looking for someone who is commercially minded, highly organised and naturally proactive.
• The ideal candidate is warm enough to build customer relationships and commercially sharp enough to drive sales, while having the discipline to execute approved processes and keep orders, stock, pricing and reporting accurate.
• You should be comfortable moving seamlessly from a customer placing an order, to checking stock, confirming payment, preparing and dispatching the order, updating the customer, recording the transaction and ensuring inventory is updated.

Key Performance Indicator:

• Sales performance and conversion of enquiries to orders.
• Customer response time, satisfaction and issue resolution.
• Order accuracy and dispatch turnaround time.
• Inventory accuracy and reconciliation.
• Stockist reporting and stock reconciliation.
• Pricing and product-information accuracy.
• Repeat customer activity.
• Quality and timeliness of operational reporting.

What We Offer: 

• Competitive remuneration commensurate with experience and capability.
• Performance-based bonuses and/or sales incentives.
• Opportunity to join us at an exciting early stage of its growth.
• A dynamic, entrepreneurial and collaborative working environment.
• The opportunity to help build the systems, standards and customer experience of a new Nigerian retail brand.

How to Apply:

• Please submit a CV and a brief introduction explaining why you believe you would be a strong fit for us and the Sales, Customer Experience & Operations Specialist role.