About this role
Location: Lagos, Nigeria About the role: This role presents an exciting opportunity to help shape customer experiences for millions of people living in off-grid communities across Nigeria. The position involves using technical expertise, critical thinking, and problem-solving skills to address customer needs related to product replacement, warranty claims, troubleshooting, logistics, and service training. Customer Service & Warranty Management Manage warranty claims and customer complaints across multiple channels. Review claims, investigate issues, identify root causes, and ensure resolution within established service levels. Deliver updates to customers, partners, retailers, and internal stakeholders throughout the resolution process. Review warranty trends and escalate recurring or complex issues to improve product quality and customer experience. Ensure delivery of after-sales service requirements and contractual SLAs while working across sales and partner functions. SAP Operations & Data Management Manage SAP records for warranty claims, service orders, repairs, inventory movements, returns, and spare parts transactions. Execute service notifications, repair orders, and goods movements in accordance with company procedures. Complete month-end activities, reconciliations, and master data updates to ensure data accuracy and operational efficiency. Data Integrity & Continuous Improvement Conduct data audits and resolve discrepancies to maintain system accuracy and reliability. Develop and implement standard operating procedures (SOPs) and data management practices. Review reporting quality and data integrity, identifying opportunities for process improvement. Participate in SAP upgrades, testing activities, and system enhancement initiatives. Spare Parts & Reverse Logistics Manage spare parts inventory and distribution across service locations. Oversee reverse logistics activities for returned, defective, and warranty-replaced products. Ensure accurate tracking, reconciliation, and reporting of inventory movements. Review inventory performance and recommend actions for excess, obsolete, or slow-moving stock. Reporting & Performance Monitoring Generate and distribute reports on warranty performance, service requests, inventory usage, and returns. Track key performance indicators (KPIs), service level requirements (SLAs), and turnaround times (TATs). Produce operational insights and recommendations to improve performance and efficiency. Stakeholder Engagement Handle after-sales inquiries from customers, partners, and internal teams. Build productive working relationships across departments and stakeholder groups to resolve issues and enhance service delivery. Deliver information through reports, presentations, and stakeholder discussions.