About this role
Job Location: Cotonou, Benin Republic About the role: Sun King is looking for an After-Sales Manager to conduct the After-Sales operations team in Benin. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical help. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers to obtain their adhesion and achieve best-in-class customer satisfaction. You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you! After-Sales Service Management Ensure timely resolution of customer complaints, warranty claims, and service requests. Monitor service turnaround time (TAT) and implement improvements. Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance. Team Management Supervise, mentor & guide the after-sales executives, technicians, and assist staff. Conduct training sessions to enhance team customer handling and technical troubleshooting skills. Drive professional growth within the team, mentoring them to develop valuable skill sets. Warranty & Spare Parts Coordination Oversee warranty administration, including approvals, rejections, and documentation. Manage spare parts inventory, ensuring availability and cost efficiency. Liaise with internal & external stakeholders for timely spare parts procurement. Customer Relationship Management Maintain good relationships with key clients, addressing escalations proactively. Conduct customer feedback surveys and implement service improvements. Ensure compliance with service level (SLAs). Systems and process design Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently. Drive Operational Efficiency Based on the global aftersales strategy, define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth. Maximise efficiency and profitability for the service department within Benin, in line with the current offerings and the projected business growth. Meet KPIs, including service level timelines and customer net promoter scores. Reporting & MIS Prepare and provide periodic reports on after-sales performance. Identify bottlenecks and implement process optimizations. Ensure compliance with company policies and industry regulations. Any other business as assigned by your supervisor.