Senior Associate - EBD After-Sales

What you will 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 Amharic and English.
• Communicate effectively with customers, shops, EBD partners, and retailers throughout the resolution process, providing timely updates and setting clear expectations.
• Validate warranty claims according to company policies and procedures, with a focus on customer satisfaction and financial efficiency.
• 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 Ethiopia 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 Ethiopia 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 requirements with commercial terms, 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, and flag 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.
• Establish data entry standards across the after-sales team through SOPs, checklists, and training guides to promote consistent and accurate system usage.
• Identify data quality issues that affect reporting accuracy and work with relevant stakeholders to implement corrective and preventive actions.
• Participate in 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 Ethiopia 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 Ethiopia 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 ticket 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 versus targets.
• Track and report on after-sales cost elements, including warranty costs, repair labour, spare parts expenditure, and write-offs, enabling Finance to maintain accurate accruals.
• Monitor SLA and TAT compliance for service and repair orders, flagging breaches and emerging trends to management.

• Serve as the primary contact for after-sales-related inquiries and issues from customers, as well as internal and external stakeholders in Ethiopia.
• Build and maintain effective working relationships with internal teams and external partners to facilitate efficient problem-solving and coordination across the region.
• Provide clear and concise communication through written reports, presentations, and verbal discussions in both Amharic and English.

You might be a strong candidate if you have:

• A degree in Engineering or another relevant discipline from a recognized regional or global university. An advanced degree is an advantage.
• At least 4 years of experience in operations, data management, inventory management, after-sales service, logistics, or a related field, preferably within consumer goods or a similar environment.
• Fluency both spoken and written, and proficiency in English.
• Strong skills in working with data and presenting findings in a clear and practical way.
• Experience with ERP systems, with SAP experience being a significant advantage.
• Advanced proficiency in Microsoft Excel or Google Sheets for reporting and data management.
• Strong written and verbal communication skills, with the ability to adapt information for different audiences.
• A customer-focused approach and genuine interest in resolving customer needs efficiently and thoughtfully.
• A practical approach to problem-solving, with the ability to assess situations, identify options, and select appropriate solutions.
• The ability to manage tasks with limited supervision while keeping relevant teams informed and engaged.
• Experience with spare parts inventory, warranty processes, or reverse logistics in a field-based environment.
• Willingness to travel within Ethiopia and, where required, to other Sun King markets in the region.
• Good organisation and time-management skills.
• An open and adaptable approach to changing priorities and unfamiliar situations.
• Humility, curiosity, and a willingness to learn from others.

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.