Job Description

Senior Associate - EBD After-Sales

Department: Operations

Employment Type: Permanent - Full Time

Location: Ethiopia

Reporting To: After-Sales Manager, ESA

Description

Job Location: Addis Ababa, Ethiopia

About The Role:

This is an exciting opportunity to help shape customer experiences for millions of people living in off-grid communities across Ethiopia. In this role, you will play an important part in ensuring customers receive timely, reliable, and effective after-sales service across product replacements, warranty claims, troubleshooting, spare parts, logistics, and service processes.

You will combine your experience in customer service operations, data management, and ERP systems to improve processes, maintain accurate records, and identify practical ways to enhance service quality. The role involves regular interaction with customers, shops, EBD partners, retailers, service teams, and internal functions across Ethiopia. If you enjoy working with data, improving processes, resolving customer needs, and creating positive service experiences, this could be a great opportunity for you.

What you will be expected to do

1. Customer Service & Warranty Resolution

• Manage warranty claims and customer complaints across in-person, phone, and digital channels in Portuguese and English.
• Communicate clearly with customers, shops, EBD partners, and retailers throughout the resolution process, providing timely updates and setting clear expectations.
• Validate warranty claims in line with company policies and procedures while maintaining a positive customer experience.
• Ensure warranty claims are closed within established SLA timelines and quality standards.
• Investigate product and service issues, identify root causes, and recommend appropriate solutions for the Ethiopia market.
• Escalate complex or recurring issues to the relevant internal teams for further review and resolution.
• Review warranty trends in the Ethiopia market and highlight opportunities to improve product quality, service processes, and customer experience.
• Work with Sales and EBD teams to align after-sales service requirements with commercial terms and ensure service-level targets are consistently delivered.
• Review partner-level warranty performance and provide feedback and coaching to improve resolution rates and turnaround times.

1. SAP Data Entry & Transaction Management

• Complete accurate and timely SAP entries across daily, weekly, and monthly 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.
• Record field-return goods movements in SAP, including material returns (MIGO), transfer postings, and scrapping transactions, maintaining traceability from receipt through final disposition.
• Process spare parts issues and receipts in SAP, ensuring stock movements are recorded accurately against the correct cost centres, plant codes, and storage locations.
• Complete month-end and period-close activities for the after-sales function, including GR/IR reconciliation, open order clearance, and stock valuation updates.
• Maintain accurate master data, including material, service, customer, and equipment records, and raise discrepancies with the system administrator for resolution.

1. Data Quality & System Management

• Carry out regular SAP data reviews to identify and correct errors, including duplicate entries, incorrect material codes, misclassified service orders, and transactions requiring closure.
• Review and resolve GR/IR mismatches, unconfirmed service orders, and outdated purchase requisitions or orders linked to after-sales activities.
• Establish clear data-entry standards across the after-sales team through SOPs, checklists, and training guides.
• Identify data quality gaps that may affect reporting and work with relevant teams to introduce corrective and preventive measures.
• Participate in SAP system upgrades, configuration changes, and new module rollouts by testing transactions, validating migrated data, and documenting results.

1. Spare Parts & Reverse Logistics

• Manage and track spare parts inventory for the Ethiopia after-sales operation, helping maintain appropriate stock levels across service points.
• Coordinate spare parts requests from service centres, shops, and field technicians to facilitate timely fulfilment and accurate documentation.
• Coordinate the reverse logistics process for defective, returned, and warranty-replaced products, ensuring items are collected, recorded, assessed, and directed for repair, refurbishment, or disposal.
• Work with logistics and warehouse teams to maintain accurate records of spare parts movements across Ethiopia.
• Review slow-moving, excess, and obsolete inventory and highlight items requiring further review.
• Reporting & Performance Monitoring
• Prepare and distribute standard after-sales reports on a daily, weekly, and monthly basis, including warranty ageing, open service tickets, spare parts consumption, and return goods status.
• Prepare monthly after-sales performance reports for management review, combining SAP data with field information and commentary on performance against targets.
• Monitor after-sales costs, including warranty costs, repair labour, spare parts expenditure, and write-offs, and provide accurate information to Finance for accruals.
• Monitor SLA and turnaround-time performance for service and repair orders and highlight emerging gaps to management.

1. Communication & Relationship Management

• Act as a key contact for after-sales enquiries and service-related matters involving customers, internal teams, and external partners in Ethiopia.
• Maintain constructive working relationships with internal teams and external partners to facilitate efficient issue resolution across the region.
• Present information clearly through reports, presentations, and discussions in both Portuguese and English.
• Provide relevant customer and field insights to internal teams to inform service improvements and customer experience initiatives.

You might be a strong candidate if you have

• A degree in Engineering or another relevant discipline from a recognized regional or global university. An advanced degree is an advantage.
• At least 4 years of experience in operations, data management, inventory management, after-sales service, logistics, or a related field, preferably within consumer goods or a similar environment.
• Fluency both spoken and written, and proficiency in English.
• Strong skills in working with data and presenting findings in a clear and practical way.
• Experience with ERP systems, with SAP experience being a significant advantage.
• Advanced proficiency in Microsoft Excel or Google Sheets for reporting and data management.
• Strong written and verbal communication skills, with the ability to adapt information for different audiences.
• A customer-focused approach and genuine interest in resolving customer needs efficiently and thoughtfully.
• A practical approach to problem-solving, with the ability to assess situations, identify options, and select appropriate solutions.
• The ability to manage tasks with limited supervision while keeping relevant teams informed and engaged.
• Experience with spare parts inventory, warranty processes, or reverse logistics in a field-based environment.
• Willingness to travel within Ethiopia and, where required, to other Sun King markets in the region.
• Good organisation and time-management skills.
• An open and adaptable approach to changing priorities and unfamiliar situations.
• Humility, curiosity, and a willingness to learn from others.

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of innovation and making a 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 King Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.