Senior Associate - EBD After-Sales

Department: Operations

Employment Type: Permanent - Full Time

Location: Mozambique

Description

What you will be expected to do:

• Manage a high volume of warranty claims and customer complaints across in-person, phone, and digital channels in both Portuguese and English.
• Communicate clearly with customers, shops, EBD partners, and retailers throughout the resolution process, providing timely updates and setting clear expectations.
• Validate warranty claims in line with company policies and procedures, balancing customer experience with appropriate cost controls.
• Ensure warranty claims are closed within established SLA timelines and quality standards.
• Investigate product and service issues, identify underlying causes, and establish appropriate solutions for Sun King products in the Mozambique market.
• Escalate complex or recurring service issues to relevant internal teams for further review and resolution.
• Review warranty trends specific to the Mozambique market and identify opportunities to improve product quality, service processes, and customer experience.
• Work with Sales and EBD teams to align after-sales service delivery with commercial terms and contractual SLAs.
• Monitor partner-level warranty performance and provide structured feedback to improve resolution rates and turnaround times.

• Complete accurate SAP entries on a daily, weekly, and monthly basis for after-sales transactions, including warranty claims, service orders, repair job cards, goods receipts, goods issues, and returns.
• Create and process Service Notifications, Service Orders within the CS module, and Repair Orders in SAP.
• Ensure accurate classification, coding, and status updates throughout the service lifecycle.
• Record and process field-return goods movements in SAP, including material returns through MIGO, transfer postings, and scrapping transactions.
• Maintain traceability from receipt through final disposition for returned products.
• Process spare parts issues and receipts in SAP, ensuring stock movements are recorded against the correct cost centres, plant codes, and storage locations.
• Complete month-end and period-close entries for the after-sales function, including GR/IR reconciliation, open-order clearance, and stock valuation updates.
• Maintain accurate master data covering material, service, customer, and equipment records.
• Flag master-data discrepancies to the relevant system administrator for correction.

• Conduct regular SAP data reviews to identify and correct errors, including duplicate entries, incorrect material codes, misclassified service orders, and transactions requiring closure.
• Monitor and resolve GR/IR mismatches, unconfirmed service orders, and ageing purchase requisitions or purchase orders linked to after-sales activities.
• Maintain consistent data-entry standards across the after-sales function.
• Develop SOPs, checklists, and training materials that promote accurate and consistent system usage.
• Identify data-quality issues that may affect reporting and work with relevant teams on corrective and preventive actions.
• Assist with SAP upgrades, configuration changes, and new module rollouts through transaction testing, data validation, and documentation.

• Coordinate the management and tracking of spare parts inventory for the Mozambique after-sales operation.
• Monitor stock levels across service points and help maintain appropriate availability of frequently required parts.
• Process spare parts requests from service centres, Sun King Shops, and field technicians.
• Process spare parts requests and maintain accurate required documentation.
• Coordinate the movement of defective, returned, and warranty-replaced products through the reverse logistics process.
• Ensure returned products are collected, recorded, assessed, and routed appropriately for repair, refurbishment, or disposal.
• Work with logistics and warehouse teams to maintain accurate records of spare parts movements across Mozambique.
• Review inventory data to identify slow-moving, excess, or obsolete spare parts and escalate these items for review.

• Prepare and distribute standard after-sales reports on a daily, weekly, and monthly basis.
• Maintain reporting covering warranty ageing, open service tickets, spare parts consumption, and returned goods.
• Prepare monthly after-sales performance reports for management review.
• Consolidate SAP data with field information and provide clear commentary on performance against targets.
• Track after-sales cost elements, including warranty costs, repair labour, spare parts expenditure, and write-offs.
• Provide accurate information to Finance to assist with accruals and financial reporting.
• Monitor SLA and turnaround-time compliance for service and repair orders.
• Highlight recurring service trends, ageing cases, and SLA breaches to relevant stakeholders.

• Serve as a central contact for after-sales enquiries and service issues involving customers and internal and external stakeholders in Mozambique.
• Build effective working relationships with customers, shops, EBD partners, retailers, service centres, logistics teams, warehouse teams, Sales, and other relevant functions.
• Coordinate information between teams to facilitate timely resolution of service matters.
• Provide clear and concise information through reports, presentations, emails, and verbal discussions.

You might be a strong candidate if you have:

• A degree in Engineering or another relevant discipline from a recognised university.
• 4+ years of experience in an operational, data, inventory management, after-sales service, logistics, or consumer goods environment.
• Fluency in Portuguese, both spoken and written, and proficiency in English. This is essential for the Mozambique market.
• Experience working with ERP systems; SAP experience is a significant advantage.
• Strong Microsoft Excel or Google Sheets skills, with the ability to work with operational data and prepare reports.
• Experience managing warranty processes, spare parts inventory, service operations, or reverse logistics is an advantage.
• Experience working in a field-based operational environment is preferred.
• Strong written and verbal communication skills, with the ability to present information clearly to different audiences.

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of
• innovation and making a 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 King Center for Leadership.