Customer Service & Order Manager

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.

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.

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.

Key Responsibilities

• Customer Service:
• Handle customer complaints, concerns, and escalations with patience and professionalism.
• Follow up with customers after delivery to address concerns and encourage customer satisfaction.
• Respond promptly and professionally to customer inquiries through phone, email, WhatsApp, social media, and other customer service channels.
• Provide accurate information and ensure a positive customer experience throughout the purchasing journey.
• Assist customers with product information, pricing, availability, order status, delivery timelines, and payment-related questions.
• Order Management:
• Monitor orders from confirmation through production/fulfillment, dispatch, delivery, and completion.
• 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.
• 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:
• Track recurring order problems and recommend improvements to reduce customer complaints and errors.
• Process approved refunds or replacement requests in accordance with company policies.
• Investigate order discrepancies and coordinate with relevant teams to resolve issues.
• Manage customer requests involving returns, exchanges, replacements, cancellations, and damaged or incorrect orders.
• Delivery & Logistics Coordination:
• Help resolve delivery-address issues and other fulfillment exceptions.
• Track shipments and communicate delivery updates to customers.
• Coordinate with delivery partners and logistics teams regarding customer orders.
• Follow up on delayed, failed, incomplete, or returned deliveries.
• Administrative & Reporting Duties:
• Support other customer experience and operational activities as required.
• 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.
• Maintain accurate customer and order records using CRM, spreadsheets, e-commerce platforms, or other company systems.
• Ensure customer information and order documentation are handled confidentially and accurately.
• Performance Measures
• Success in this role will be measured by:
• Timely order processing and fulfillment
• Resolution time for customer complaints
• Effective management of returns and exchanges
• Customer satisfaction and response times
• Reduction in order errors and delivery issues
• Order accuracy
• Accuracy of customer and order records
• Quality of communication with customers and internal teams
• Qualifications & Experience
• Experience using WhatsApp Business and social media platforms for customer communication is an advantage.
• Strong attention to detail and accuracy.
• Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, Operations, Logistics, or a related field is an advantage.
• Experience handling customer orders from placement through fulfillment and delivery.
• Excellent organizational and time-management skills.
• Ability to manage multiple customer requests and orders simultaneously.
• Strong written and verbal communication skills.
• 2+ years of experience in customer service, order management, e-commerce, retail operations, or a related role.
• Experience managing returns, exchanges, refunds, complaints, and order discrepancies.
• Proficiency with Microsoft Office, Google Workspace, spreadsheets, CRM systems, or order-management platforms.
• Key Skills:
• Order Processing & Order Fulfillment
• Time Management
• Process Improvement
• Complaint Resolution
• Communication & Active Listening
• Team Collaboration
• Customer Relationship Management
• Payment & Order Issue Resolution
• Attention to Detail
• Problem Solving
• E-commerce Customer Support
• Data Entry & Record Management
• CRM & Order Management Systems
• Returns & Refund Management
• Logistics & Delivery Coordination
• What We Are Looking For:
• The ideal candidate is someone who:
• 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.
• Understands that excellent customer service includes accurate and timely order fulfillment.
• Takes ownership of customer issues from start to resolution.
• Is highly organized and comfortable managing multiple orders at once.
• Can identify problems before they become larger customer-service issues.
• Enjoys improving processes and finding practical solutions.
• N100,000 - N120,000 monthly.
• 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.
• Application Deadline:
• 29th October, 2026.
• View all Jobs in Nigeria
• Aba and 2 other locations
• Aba
• ,
• Lagos State
• ,
• Yaba