After Sales Senior Associate

What you would be expected to do:

• Manage a high volume of warranty claims and complaints across various channels, including in-person, phone, and digital platforms, in both Portuguese 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 establish appropriate solutions for Sun King products in the Mozambique market.
• Identify and escalate complex or recurring issues to relevant internal teams for further investigation and resolution.
• Track and review warranty trends specific to the Mozambique 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 standards with commercial contracts, 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.

• 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.

• 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.
• Contribute to SAP system upgrades, configuration changes, or new module rollouts by testing transactions, validating data migration, and documenting outcomes.

• Oversee the management and tracking of spare parts inventory for the Mozambique 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 Mozambique locations are accurately recorded and reconciled.
• Identify slow-moving, excess, or obsolete spare parts inventory and escalate for review and corrective action.

• 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, assisting 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 Mozambique.
• Build and maintain strong relationships with internal teams and external partners to facilitate efficient problem-solving and effective teamwork across the region.
• Provide clear and concise communication through written reports, presentations, and verbal discussions in both Portuguese and English.

You might be a strong candidate if you have:

• A degree from a top regional or globally recognized university in Engineering or another relevant discipline. An advanced degree is an added advantage.
• 4+ years of experience in an operational, data evaluation, or inventory management role, preferably within after-sales services, logistics, or the consumer goods sector.
• Fluency in Portuguese (spoken and written) and proficiency in English; this is essential for the Mozambique market.
• Strong data interpretation 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 evaluation and reporting.
• Strong verbal and written communication skills, with the ability to distil information and adapt messaging for different audiences.
• A passion for customer service and a genuine motivation to resolve customer issues with speed and customer focus.
• A resourceful approach and the ability to work with minimal guidance, navigate unfamiliar situations, and apply practical problem-solving skills and presence of mind.
• Experience handling spare parts inventory, warranty logistics, or reverse logistics in a field-based environment.
• Openness to travel within Mozambique and, where required, to other Sun King markets in the region.
• Strong efficiency and organisational skills.
• The ability to assess complex situations, identify key considerations, and develop practical approaches in evolving environments.
• Humility, integrity, and professionalism.
• Enthusiasm for the social mission of providing energy to consumers and creating employment opportunities in rural communities, together with alignment to organizational values.