Klíčový zákaznický manažer pro poprodejní servis

Job Description

This role offers a transformative opportunity for a passionate and ethics-oriented innovator to shape customer experiences for millions in off-grid communities across Benin. You will leverage your technical and methodical skills to solve customer difficulties across product replacement, warranty claims, troubleshooting, logistics, and service training. Teamwork across functions is key, and as an exceptional communicator fluent in French and proficient in English with a customer-centric obsession, you will thrive in finding solutions that drive satisfaction across Benin diverse geography.

If you are passionate about using data to solve problems, optimising processes, and driving customer satisfaction from an operational standpoint, this role is for you!

What you would be expected to do

Customer Service & Warranty Resolution

• Manage a high volume of warranty claims and complaints across various channels, including in-person, phone, and digital platforms, in both French and English.
• Communicate effectively with customers, shops, EBD partners, and retailers throughout the resolution process, providing timely updates and managing expectations.
• Validate warranty claims according to company policies and procedures, ensuring customer satisfaction and minimising financial impact.
• Ensure timely closure of warranty claims within established SLA timelines and quality standards.
• Conduct thorough investigations to diagnose issues, identify root causes, and find appropriate solutions for Sun King products in the Benin market.
• Identify and escalate complex or recurring issues to relevant internal teams for further investigation and resolution.
• Track and evaluate warranty trends specific to the Benin market to identify areas for improvement in product quality, service processes, and customer experience.
• Coordinate with the sales and EBD teams to align after-sales service imperatives with commercial deals, ensuring contract SLAs are consistently delivered.
• Monitor partner-level warranty claim performance and provide structured feedback and coaching to improve resolution rates and turnaround times.

SAP Data Entry & Transaction Management

• Perform structured, timely SAP entries on a daily, weekly, and monthly basis covering all after-sales transactions, including warranty claims, service orders, repair job cards, goods receipts, goods issues, and returns.
• Create and process Service Notifications, Service Orders (CS module), and Repair Orders in SAP, ensuring accurate classification, coding, and status updates throughout the lifecycle.
• Record and process all field return goods movements in SAP - including material returns (MIGO), transfer postings, and scrapping transactions - maintaining full traceability from receipt to final disposition.
• Process spare parts issues and receipts in SAP, ensuring all stock movements are captured accurately and on time against the correct cost centres, plant codes, and storage locations.
• Execute month-end and period-close entries for the after-sales function, including GR/IR reconciliation, open order clearance, and stock valuation updates.
• Maintain master data accuracy - including material master, service master, customer master, and equipment records - flagging discrepancies to the system administrator for resolution.

Data Integrity & System Hygiene

• Conduct regular SAP data audits to identify and correct errors, including duplicate entries, incorrect material codes, misclassified service orders, and open transactions that should be closed.
• Monitor and resolve GR/IR mismatches, unconfirmed service orders, and stale open purchase requisitions or orders related to after-sales activities.
• Enforce data entry standards across the after-sales team - developing SOPs, checklists, and training guides to ensure consistent and accurate system usage.
• Proactively identify data quality issues that impact reporting accuracy and work with relevant stakeholders to implement corrective and preventive actions.
• Assist with SAP system upgrades, configuration changes, or new module rollouts by testing transactions, validating data migration, and documenting outcomes.

Spare Parts & Reverse Logistics

• Oversee the management and tracking of spare parts inventory for the Benin after-sales operation, ensuring adequate stock is maintained at all service points.
• Process and coordinate spare parts requests from service centres, Shops, and field technicians, ensuring timely fulfilment and accurate documentation.
• Manage the reverse logistics flow of defective, returned, and warranty-replaced products - ensuring field return goods are collected, logged, assessed, and directed for repair, refurbishment, or disposal.
• Coordinate with the logistics and warehouse teams to ensure spare parts movements across Benin locations are accurately recorded and reconciled.
• Identify slow-moving, excess, or obsolete spare parts inventory and escalate for review and corrective action.

Reporting & Performance Monitoring

• Generate and distribute standard after-sales reports on a daily, weekly, and monthly basis - including warranty ageing reports, open service tickets summaries, spare parts consumption reports, and return goods status reports.
• Prepare monthly after-sales performance packs for management review, consolidating SAP data with field inputs and commentary on variance vs. targets.
• Track and report on after-sales cost elements, including warranty costs, repair labour, spare parts expenditure, and write-offs, helping Finance with accurate accruals.
• Monitor SLA and TAT compliance for service and repair orders, flagging breaches and trends to management.

Communication & Relationship Management

• Serve as the single point of contact for all after-sales-related inquiries and issues from customers, and internal and external stakeholders in Benin.
• Build and maintain strong relationships with internal teams and external partners to facilitate efficient problem-solving and teamwork across the region.
• Provide clear and concise communication through written reports, presentations, and verbal discussions in both French and English.

You might be a strong candidate if you have

• Bachelors degree or Higher Diploma from a recognised Institution in engineering or other relevant disciplines.
• An advanced degree is welcome.
• 4+ years of experience in an operational, data interpretation, or inventory management role, preferably within after-sales service, logistics, or the consumer goods sector.
• Are fluent in French and English - this is essential for the Benin market.
• Possess excellent problem-solving and presentation skills, with the ability to translate data into actionable insights.
• High proficiency with ERP systems (SAP experience is a significant advantage) and advanced skills in Microsoft Excel/Google Sheets for data interpretation and reporting.
• Have strong verbal and written communication skills with the ability to distil information and adapt messaging for different audiences.
• Are passionate about customer service and genuinely motivated to resolve customer issues with speed and awareness.
• Have an entrepreneurial spirit and the ability to work unassisted, figure things out with innovative thinking, and exercise strong problem-solving skills and presence of mind.
• Have experience handling spare parts inventory, warranty logistics, or reverse logistics in a field-based environment.
• Are open to travel within Benin and possibly to other Sun King markets in the region.
• Efficiency and organisational skills.
• Critical Thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations.
• Entrepreneurial Spirit with qualities of being able to work unassisted and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrates humility.
• Motivated by the social mission to provide energy to consumers and employment to rural communities. Should be an ethics-oriented person.

What Sun King Offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.