Customer Service & Order Manager
Location: Yaba, Lagos
Employment Type: Full-time (Hybrid)
Department: Customer Experience & Operations
Reports To: Operations Manager / General Manager
About the Role
- Dezigntees.ng is looking for a highly organized, customer-focused, and proactive Customer Service & Order Manager to oversee customer inquiries, order processing, order fulfillment, returns, exchanges, and post-purchase support.
- The successful candidate will serve as an important link between customers and internal teams, ensuring that orders are processed accurately, customers receive timely updates, and any issues are resolved quickly and professionally.
- This role is ideal for someone who enjoys working in a fast-paced e-commerce environment and has strong communication, problem-solving, organizational, and order-management skills.
Key Responsibilities
Customer Service:
- Respond promptly and professionally to customer inquiries through phone, email, WhatsApp, social media, and other customer service channels.
- Assist customers with product information, pricing, availability, order status, delivery timelines, and payment-related questions.
- Handle customer complaints, concerns, and escalations with patience and professionalism.
- Provide accurate information and ensure a positive customer experience throughout the purchasing journey.
- Follow up with customers after delivery to address concerns and encourage customer satisfaction.
Order Management:
- Receive, review, and accurately process customer orders from online and offline channels.
- Verify customer information, product selections, quantities, sizes, colours/designs, delivery addresses, and payment status.
- Monitor orders from confirmation through production/fulfillment, dispatch, delivery, and completion.
- Identify delayed, incomplete, cancelled, or exceptional orders and take appropriate action.
- Maintain accurate and up-to-date order records and customer information.
- Coordinate with production, inventory, dispatch, logistics, and finance teams to resolve order issues.
Returns, Exchanges & Order Issues:
- Manage customer requests involving returns, exchanges, replacements, cancellations, and damaged or incorrect orders.
- Investigate order discrepancies and coordinate with relevant teams to resolve issues.
- Process approved refunds or replacement requests in accordance with company policies.
- Track recurring order problems and recommend improvements to reduce customer complaints and errors.
Delivery & Logistics Coordination:
- Coordinate with delivery partners and logistics teams regarding customer orders.
- Track shipments and communicate delivery updates to customers.
- Follow up on delayed, failed, incomplete, or returned deliveries.
- Help resolve delivery-address issues and other fulfillment exceptions.
Administrative & Reporting Duties:
- Maintain accurate customer and order records using CRM, spreadsheets, e-commerce platforms, or other company systems.
- Prepare regular reports on orders, customer inquiries, complaints, returns, cancellations, and unresolved issues.
- Identify trends in customer complaints and order exceptions and recommend process improvements.
- Ensure customer information and order documentation are handled confidentially and accurately.
- Support other customer experience and operational activities as required.
Performance Measures
Success in this role will be measured by:
- Customer satisfaction and response times
- Order accuracy
- Timely order processing and fulfillment
- Resolution time for customer complaints
- Reduction in order errors and delivery issues
- Effective management of returns and exchanges
- Accuracy of customer and order records
- Quality of communication with customers and internal teams
Qualifications & Experience
- Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, Operations, Logistics, or a related field is an advantage.
- 2+ years of experience in customer service, order management, e-commerce, retail operations, or a related role.
- Experience handling customer orders from placement through fulfillment and delivery.
- Experience managing returns, exchanges, refunds, complaints, and order discrepancies.
- Strong written and verbal communication skills.
- Excellent organizational and time-management skills.
- Strong attention to detail and accuracy.
- Ability to manage multiple customer requests and orders simultaneously.
- Proficiency with Microsoft Office, Google Workspace, spreadsheets, CRM systems, or order-management platforms.
- Experience using WhatsApp Business and social media platforms for customer communication is an advantage.
Key Skills:
- Customer Relationship Management
- Order Processing & Order Fulfillment
- E-commerce Customer Support
- Returns & Refund Management
- Complaint Resolution
- Logistics & Delivery Coordination
- Data Entry & Record Management
- CRM & Order Management Systems
- Payment & Order Issue Resolution
- Problem Solving
- Communication & Active Listening
- Time Management
- Attention to Detail
- Process Improvement
- Team Collaboration
What We Are Looking For:
The ideal candidate is someone who:
- Takes ownership of customer issues from start to resolution.
- Is highly organized and comfortable managing multiple orders at once.
- Can remain calm and professional when dealing with difficult customers.
- Pays close attention to order details and customer requirements.
- Communicates clearly with customers and internal teams.
- Can identify problems before they become larger customer-service issues.
- Enjoys improving processes and finding practical solutions.
- Understands that excellent customer service includes accurate and timely order fulfillment.
Salary
N100,000 - N120,000 monthly.
Application Closing Date
29th October, 2026.
How to Apply
Interested and qualified candidates should send their CV / resume and a brief cover letter explaining their customer service and order-management experience to: gbenga.a@dezigntees.ng using "Customer Service & Order Manager Application" as the subject of the email.