Senior Associate - EBD After-Sales

Department: Operations

Employment Type: Permanent à temps plein

Location: Mozambique

Description

Job Location: Nampula, Mozambique.

About The Role:

This role offers an opportunity to help shape customer experiences for communities across Mozambique. You will use your technical, operational, and data skills to resolve customer issues related to product replacement, warranty claims, troubleshooting, logistics, and service training.

Working across teams is an important part of the role. You will engage with customers, shops, EBD partners, retailers, and internal teams in Portuguese and English, helping ensure that after-sales matters are resolved efficiently and consistently across Mozambique's diverse geography.

The role combines customer service, warranty administration, SAP transaction management, spare parts coordination, reverse logistics, and performance reporting. You will use operational data to identify service trends, improve processes, maintain accurate records, and contribute to a high-quality customer experience.

If you enjoy working with data, improving processes, resolving service issues, and finding practical ways to improve customer experience, this role offers an opportunity to make a meaningful contribution to Sun King's operations in Mozambique.

What you will be expected to do:

1. Customer Service & Warranty Resolution

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.

2. SAP Data Entry & Transaction Management

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.

3. Data Quality & System Management

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.

4. Spare Parts & Reverse Logistics

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.

5. Reporting & Performance Monitoring

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.

6. Communication & Relationship Management

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.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.

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