Customer Experience & Fulfillment Manager at Multipro Consumer Products Limited

Customer Service
Lagos State
April 5, 2026
Full Time

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Job Description

Multipro Consumer Products Limited is the largest company in Nigeria dealing in Sales, Haulage and Logistics. MCPL was founded in 1996 as a fully owned company of the Tolaram Group. The first product sold by MCPL in 1996 was Indomie and since then it has played a seminal role in making Indomie a household brand in Nigeria. MCPL over the years has grown adding 13 brands in various categories comprising of Noodle, Snacks, Milk, Cereal, Oil, Homecare and Personal Hygiene.

We are recruiting to fill the position below:

Job Title: Customer Experience & Fulfillment Manager

Location: Lagos
Employment Type: Full-time

Role Purpose

  • To ensure seamless order fulfillment and a consistently positive customer experience from the point of order placement through to final delivery.

Key Responsibilities 

  • Manage end-to-end order tracking and delivery coordination to ensure timely and accurate fulfillment.
  • Handle customer queries, complaints, returns, and refunds in a professional and timely manner.
  • Monitor customer satisfaction levels and post-order experience to identify areas for improvement.
  • Collaborate closely with operations and CRM teams to establish effective feedback loops and resolve recurring issues.
  • Continuously identify and implement process improvements to enhance service quality and operational efficiency.

Key Performance Indicators (KPIs)

  • Customer Satisfaction Score (CSAT)
  • First Response Time & Resolution Time
  • Order Fulfillment Success Rate
  • Return & Refund Rate

 Skills & Competencies

  • Strong customer service management capabilities with a customer-first mindset.
  • Excellent problem-solving skills and a proactive approach to process improvement.
  • Outstanding communication and coordination skills across cross-functional teams.
  • Hands-on experience with CRM and ticketing systems for issue tracking and resolution.

Ideal Background:

  • Minimum of 3 years of experience in customer support, logistics, or operations.
  • Prior experience in an e-commerce or retail environment is highly desirable.
  • If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, operations-driven environment, we would love to hear from you.

Application Closing Date
29th April, 2026.

How to Apply
Interested and qualified candidates should:
Clck here to apply online

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