About the role:

The successful candidate will be the operational backbone of our after-sales team, ensuring accuracy, efficiency, and seamless coordination between field teams, the SSC, and our systems. You will drive data integrity, maintain inventory accuracy, and resolve customer escalations quickly.

Data Integrity & Inventory Management:

• Maintain 100% alignment between physical inventory and records within the ERP system (SAP).
• Ensure accurate and timely system bookings, Goods Received Notes, and regular inventory reconciliations for warranty and spare parts.
• Generate timely and accurate reports on spares inventory levels, stock movements, and after-sales process metrics.
• Manage and ensure accurate invoicing for all after-sales-related transactions.

System Support & Process Optimisation:

• Act as the primary liaison for the Sun King shops and coordinate on after-sales issues & Inventory fulfilment.
• Monitor and maintain after-sales performance dashboards (e.g., Zendesk, Looker), creating new dashboards as business needs evolve.
• Lead quarterly reviews and updates of Standard Operating Procedures for all system-related processes.
• Own and drive process improvement and automation projects from conception to implementation, with clearly defined milestones.
• Conduct regular system checks and work with technology teams in testing and deploying automation initiatives.

Customer Satisfaction & Field Team Enablement:

• Resolve and close all customer escalations from Sun King shops and call centers within defined timelines.
• Promote warranty policy awareness and conduct quarterly training sessions on after-sales processes and ERP system adoption for field teams & Sun King Store Executives.

Reporting & MIS:

• Prepare and provide periodic reports on after-sales performance.
• Identify bottlenecks and implement process optimisations.
• Ensure compliance with company policies and industry regulations.

• Maintain 100% alignment between physical inventory and records within the ERP system (SAP).
• Ensure accurate and timely system bookings, Goods Received Notes, and regular inventory reconciliations for warranty and spare parts.
• Generate timely and accurate reports on spares inventory levels, stock movements, and after-sales process metrics.
• Manage and ensure accurate invoicing for all after-sales-related transactions.
• Act as the primary liaison for the Sun King shops and coordinate on after-sales issues & Inventory fulfilment.
• Monitor and maintain after-sales performance dashboards (e.g., Zendesk, Looker), creating new dashboards as business needs evolve.
• Lead quarterly reviews and updates of Standard Operating Procedures for all system-related processes.
• Own and drive process improvement and automation projects from conception to implementation, with clearly defined milestones.
• Conduct regular system checks and work with technology teams in testing and deploying automation initiatives.
• Resolve and close all customer escalations from Sun King shops and call centers within defined timelines.
• Promote warranty policy awareness and conduct quarterly training sessions on after-sales processes and ERP system adoption for field teams & Sun King Store Executives.
• Prepare and provide periodic reports on after-sales performance.
• Identify bottlenecks and implement process optimisations.
• Ensure compliance with company policies and industry regulations.