EBD After-Sales Associate

What you would be expected to do:

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 Portuguese and English.
• Communicate effectively with customers, shops, EBD partners, and retailers throughout the resolution process, providing timely updates and managing expectations.
• Validate warranty claims according to company policies and procedures, ensuring customer satisfaction and minimizing financial impact.
• Ensure timely closure of warranty claims within established SLA timelines and quality standards.
• Conduct thorough investigations to diagnose issues, identify root causes, and find appropriate solutions for Sun King products in the Zambia market.
• Identify and escalate complex or recurring issues to relevant internal teams for further investigation and resolution.
• Track and check warranty trends specific to the Zambia 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 standards, 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 Management

• 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 centers, 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 — flagging 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.
• Enforce data entry standards across the after-sales team — developing SOPs, checklists, and training guides to ensure consistent and accurate system usage.
• Proactively identify data quality issues that impact reporting accuracy and work with relevant stakeholders to implement corrective and preventive actions.
• Help with 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 Zambia after-sales operation, ensuring adequate stock is maintained at all service points.
• Process and coordinate spare parts requests from service centers, shops, and field technicians, ensuring timely fulfillment 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 Zambia 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 aging 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 vs. targets.
• Track and report on after-sales cost elements, including warranty costs, repair labour, spare parts expenditure, and write-offs, helping Finance with accurate accruals.
• Monitor SLA and TAT compliance for service and repair orders, flagging breaches and trends to management

Communication & Relationship Management

• Serve as the single point of contact for all after-sales-related inquiries and issues from customers and internal and external stakeholders in Zambia.
• Build and maintain strong relationships with internal teams and external partners to facilitate efficient problem-solving and teamwork across the region.
• Provide clear and concise communication through written reports, presentations, and verbal discussions in English.

You might be a strong candidate if you:

• Top marks at a top 5 Regional or globally recognised University with a degree in engineering or other relevant disciplines.
• An advanced degree is welcome
• 4+ years of experience in an operational, or inventory management role, preferably within after-sales service, logistics, or the consumer goods sector.
• Are fluent in Portuguese (spoken and written) and proficient in English — this is essential for the Zambia market.
• Possess excellent problem solving and presentation skills, with the ability to translate data into actionable insights
• High proficiency with ERP systems (SAP experience is a significant advantage) and advanced skills in Microsoft Excel/Google Sheets for data checks and reporting.
• Have strong verbal and written communication skills with the ability to distil information and adapt messaging for different audiences.
• Are passionate about customer service and genuinely motivated to resolve customer issues with speed.
• Have an entrepreneurial spirit and the ability to work without supervision, figure things out with innovative thinking, and exercise strong problem-solving skills and presence of mind.
• Have experience handling spare parts inventory, warranty logistics, or reverse logistics in a field-based environment.
• Are open to travel within Zambia and possibly to other Sun King markets in the region.
• Efficiency and organisational skills
• Critical Thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrates humility
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What we offer (in addition to compensation and statutory benefits):

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards 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 Center for Leadership.