Responsable Grands Comptes Après-Vente, EBD (Lagos, Nigeria)

Job Description

This role presents an exciting opportunity to help shape customer experiences for millions of people living in off-grid communities across Nigeria. The position involves using technical expertise, critical thinking, and problem-solving skills to address customer needs related to product replacement, warranty claims, troubleshooting, logistics, and service training.

What you would be expected to do

Customer Service & Warranty Management

• Manage warranty claims and customer complaints across multiple channels.
• Review claims, investigate issues, identify root causes, and ensure resolution within established service levels.
• Deliver updates to customers, partners, retailers, and internal stakeholders throughout the resolution process.
• Review warranty trends and escalate recurring or complex issues to improve product quality and customer experience.
• Ensure delivery of after-sales service requirements and contractual SLAs while working across sales and partner functions.

SAP Operations & Data Management

• Manage SAP records for warranty claims, service orders, repairs, inventory movements, returns, and spare parts transactions.
• Execute service notifications, repair orders, and goods movements in accordance with company procedures.
• Complete month-end activities, reconciliations, and master data updates to ensure data accuracy and operational efficiency.

Data Integrity & Continuous Improvement

• Conduct data audits and resolve discrepancies to maintain system accuracy and reliability.
• Develop and implement standard operating procedures (SOPs) and data management practices.
• Review reporting quality and data integrity, identifying opportunities for process improvement.
• Participate in SAP upgrades, testing activities, and system enhancement initiatives.

Spare Parts & Reverse Logistics

• Manage spare parts inventory and distribution across service locations.
• Oversee reverse logistics activities for returned, defective, and warranty-replaced products.
• Ensure accurate tracking, reconciliation, and reporting of inventory movements.
• Review inventory performance and recommend actions for excess, obsolete, or slow-moving stock.

Reporting & Performance Monitoring

• Generate and distribute reports on warranty performance, service requests, inventory usage, and returns.
• Track key performance indicators (KPIs), service level requirements (SLAs), and turnaround times (TATs).
• Produce operational insights and recommendations to improve performance and efficiency.

Stakeholder Engagement

• Handle after-sales inquiries from customers, partners, and internal teams.
• Build productive working relationships across departments and stakeholder groups to resolve issues and enhance service delivery.
• Deliver information through reports, presentations, and stakeholder discussions.

You might be a strong candidate if you have

• Bachelor's degree or its equivalent in Engineering or another relevant discipline.
• Minimum of 5 years' experience in operations, data management, or inventory management, preferably within after-sales service, logistics, or the consumer goods sector.
• Good data interpretation and presentation skills, with the ability to translate information into clear recommendations and actions.
• Proficiency in ERP systems (SAP experience is an advantage) and advanced skills in Microsoft Excel and/or Google Sheets for reporting and data management.
• Effective verbal and written communication skills.
• A genuine interest in customer service and a focus on addressing customer needs in a timely manner.
• Ability to manage tasks effectively, contribute ideas, and support continuous improvement in processes and outcomes.
• Experience managing spare parts inventory, warranty logistics, or reverse logistics in a field-based environment.
• Willingness to travel within and outside, where required, to other markets within the region.
• Good planning, coordination, and organizational skills.
• Ability to evaluate information, identify opportunities for improvement, and contribute to effective outcomes, including in evolving situations.
• Comfortable working in a dynamic environment and contributing to team goals while managing individual deliverables.
• Demonstrates respect for others, professionalism, openness to feedback, and a positive approach to working with others.

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.