Sales, Customer Experience and Operations Specialist

Company & Role Overview

The Sales, Customer Experience & Operations Specialist will support daily commercial operations by converting customer interest into sales, processing and fulfilling orders accurately, maintaining reliable stock and sales records, and delivering an exceptional customer experience from first inquiry through post-delivery support.

Reporting directly to the Business Development & Operations Manager, this is a hands-on execution role across customer service, order fulfillment, dispatch logistics, inventory administration, stockist support, and digital channel updates. While the Manager owns strategy, approvals, and performance oversight, the Specialist executes daily operational workflows and maintains accurate records and reports.

Non-Negotiable Requirements

• Industry Preference: Perfumes & Cosmetics, Luxury Home Interiors, Fashion, Beauty, or Premium Consumer Brands.
  
• Demographic Profile: Dynamic young professional
  
• E-Commerce & Systems: Direct experience with Shopify (or similar e-commerce platforms) and spreadsheets (Excel/Google Sheets).
  
• Core Competencies: Inventory control, stock reconciliation, stockist/distributor coordination, and omnichannel retail operations.
  

Key Responsibilities

1. Sales & Customer Conversion

• Respond promptly and professionally to customer inquiries across digital channels (WhatsApp, Instagram, email, direct messaging).
  
• Understand customer preferences to confidently recommend relevant products and convert inquiries into completed sales.
  
• Proactively identify opportunities for upselling, cross-selling, and driving repeat orders.
  
• Consistently meet or exceed personal sales and conversion targets set by management.
  

2. Customer Experience & Relationship Management

• Manage the end-to-end customer journey from initial inquiry through order placement, delivery, and after-sales support.
  
• Provide accurate information regarding product features, pricing, availability, payment terms, and delivery schedules.
  
• Address customer complaints, returns, and exchanges professionally and in line with company policy.
  
• Capture recurring customer feedback and communicate actionable insights to the Operations Manager.
  

3. Order Management & Dispatch

• Monitor incoming orders and ensure prompt verification of payment, stock availability, and delivery details.
  
• Coordinate picking, checking, packing, and dispatch from the central hub.
  
• Liaise with courier and delivery partners, tracking shipments through to final fulfillment.
  
• Proactively inform customers of delivery status and escalate unresolved fulfillment issues to management.
  

4. Inventory Administration & Control

• Maintain real-time, accurate views of inventory across central storage and digital platforms.
  
• Perform regular stock counts, track stock movements (sales, transfers, returns, damages), and prepare reconciliations for managerial review.
  
• Identify and report discrepancies, fast-moving items, slow-moving stock, and reorder points to the Manager.
  

5. Stockist & Distributor Coordination

• Manage routine communication and stock administration for approved stockists across Lagos, Abuja, Kano, and other regional locations.
  
• Maintain accurate records of stock supplied, sold, returned, and transferred per stockist.
  
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