After-Sales Key Account Executive, EBD (Lagos, Nigeria)
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.
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.
- Bachelor's degree or its equivalent in Engineering or another relevant discipline.
- Minimum of 5 years' experience in operations, data management, or inventory management, preferably within after-sales service, logistics, or the consumer goods sector.
- Good data interpretation and presentation skills, with the ability to translate information into clear recommendations and actions.
- Proficiency in ERP systems (SAP experience is an advantage) and advanced skills in Microsoft Excel and/or Google Sheets for reporting and data management.
- Effective verbal and written communication skills.
- A genuine interest in customer service and a focus on addressing customer needs in a timely manner.
- Ability to manage tasks effectively, contribute ideas, and support continuous improvement in processes and outcomes.
- Experience managing spare parts inventory, warranty logistics, or reverse logistics in a field-based environment.
- Willingness to travel within and outside, where required, to other markets within the region.
- Good planning, coordination, and organizational skills.
- Ability to evaluate information, identify opportunities for improvement, and contribute to effective outcomes, including in evolving situations.
- Comfortable working in a dynamic environment and contributing to team goals while managing individual deliverables.
- Demonstrates respect for others, professionalism, openness to feedback, and a positive approach to working with others.
- 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.