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

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.

Greenlight Planet Zambia

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