About this role
Job Location: Addis Ababa, Ethiopia About The Role: This role offers an opportunity for a passionate and values-focused professional to shape customer experiences for off-grid communities across Ethiopia. You will use your technical and data skills to address customer needs across product replacement, warranty claims, troubleshooting, logistics, and service training. Working across functions is an important part of the role, and as an effective communicator fluent in Amharic and proficient in English, with a strong focus on customers, you will play an important role in finding solutions that improve customer satisfaction across Ethiopia’s diverse geography. If you enjoy using data to solve problems, improving processes, and enhancing customer satisfaction from an operational standpoint, this role is for you! Customer Service & Warranty Resolution 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. SAP Data Entry & Transaction Manageme nt 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. Data Integrity & System Hygiene 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. Spare Parts & Reverse Logistics 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. Reporting & Performance Monitoring 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. Communication & Relationship 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.