Sun King

Off-grid solar home systems provider

After-sales Key Account Executive

Customer SupportUpdated on Nov 13

Full-timeCotonou, BeninNo salary listed

About the Job

Requirements

A bachelor's degree or higher diploma from a recognised institution in engineering or another relevant discipline is required.
At least 4 years of experience in an operational, data interpretation, or inventory management role is required; after-sales service, logistics, or consumer goods experience is preferred.
Fluency in French and English is essential for the Benin market.
Problem-solving and presentation skills, including the ability to translate data into actionable insights, are required.
High proficiency with ERP systems and advanced skills in Microsoft Excel or Google Sheets for data interpretation and reporting are required.
Strong verbal and written communication skills and the ability to adapt messaging for different audiences are required.
The candidate must be motivated to resolve customer issues promptly and thoughtfully.
The candidate must be able to work independently, think innovatively, and solve problems in ambiguous situations.
Experience handling spare parts inventory, warranty logistics, or reverse logistics in a field-based environment is required.
The candidate must be open to travel within Benin and possibly to other Sun King markets in the region.
Efficiency and organisational skills are required.
The candidate must demonstrate humility and be motivated by the social mission of providing energy to consumers and employment to rural communities, and be ethics-oriented.

Responsibilities

Manage high volumes of warranty claims and complaints through in-person, phone, and digital channels in French and English.
Communicate with customers, shops, EBD partners, and retailers during claim resolution, providing timely updates and managing expectations.
Validate warranty claims against company policies and procedures while balancing customer satisfaction and financial impact.
Close warranty claims within established service-level agreement timelines and quality standards.
Investigate product issues, identify root causes, and find appropriate solutions for Sun King products in the Benin market.
Escalate complex or recurring issues to relevant internal teams for investigation and resolution.
Track and evaluate warranty trends in the Benin market to identify improvements in product quality, service processes, and customer experience.
Coordinate with sales and EBD teams to align after-sales service with commercial deals and ensure contract service-level agreements are delivered.
Monitor partner-level warranty claim performance and provide structured feedback and coaching to improve resolution rates and turnaround times.
Enter after-sales transactions in SAP daily, weekly, and monthly, including warranty claims, service orders, repair job cards, goods receipts, goods issues, and returns.
Create and process SAP Service Notifications, Service Orders in the CS module, and Repair Orders; maintain accurate classification, coding, and status updates.
Record field-return goods movements in SAP, including material returns using MIGO, transfer postings, and scrapping transactions, maintaining traceability through final disposition.
Process spare-parts issues and receipts in SAP against the correct cost centres, 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 material, service, customer, and equipment master data, and flag discrepancies to the system administrator.
Audit SAP data and correct duplicate entries, incorrect material codes, misclassified service orders, and transactions that should be closed.
Monitor and resolve GR/IR mismatches, unconfirmed service orders, and stale after-sales purchase requisitions or orders.
Develop SOPs, checklists, and training guides to enforce consistent and accurate data entry across the after-sales team.
Identify data-quality issues affecting reporting and work with stakeholders on corrective and preventive actions.
Support SAP upgrades, configuration changes, and module rollouts by testing transactions, validating data migration, and documenting outcomes.
Oversee spare-parts inventory for the Benin after-sales operation and maintain adequate stock at service points.
Process spare-parts requests from service centres, shops, and field technicians, ensuring timely fulfilment and accurate documentation.
Manage reverse logistics for defective, returned, and warranty-replaced products, ensuring returns are collected, logged, assessed, and routed for repair, refurbishment, or disposal.
Coordinate with logistics and warehouse teams to record and reconcile spare-parts movements across Benin.
Identify slow-moving, excess, or obsolete spare-parts inventory and escalate it for review and corrective action.
Generate and distribute daily, weekly, and monthly after-sales reports, including warranty ageing, open service tickets, spare-parts consumption, and return-goods status reports.
Prepare monthly after-sales performance packs for management review, combining SAP data with field inputs and commentary on variances against targets.
Track and report after-sales costs, including warranty costs, repair labour, spare-parts expenditure, and write-offs, and support Finance with accurate accruals.
Monitor service-level agreement and turnaround-time compliance for service and repair orders, and flag breaches and trends to management.
Act as the single point of contact for after-sales inquiries and issues from customers and internal and external stakeholders in Benin.
Build relationships with internal teams and external partners to support problem-solving and regional teamwork.
Communicate clearly through written reports, presentations, and verbal discussions in French and English.

Desired Qualifications

An advanced degree is welcomed.
SAP experience is a significant advantage.
Experience in after-sales service, logistics, or the consumer goods sector is preferred.

Job Location: Cotonou, Benin Republic

About the role:
This role offers a transformative opportunity for a passionate and ethics-oriented innovator to shape customer experiences for millions in off-grid communities across Benin. You will leverage your technical and methodical skills to solve customer difficulties across product replacement, warranty claims, troubleshooting, logistics, and service training. Teamwork across functions is key, and as an exceptional communicator fluent in French and proficient in English with a customer-centric obsession, you will thrive in finding solutions that drive satisfaction across Benin diverse geography.

If you are passionate about using data to solve problems, optimising processes, and driving customer satisfaction from an operational standpoint, this role is for you!

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 French 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 minimising 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 Benin market.
Identify and escalate complex or recurring issues to relevant internal teams for further investigation and resolution.
Track and evaluate warranty trends specific to the Benin 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 imperatives with commercial deals, 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 centres, 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.
Assist 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 Benin after-sales operation, ensuring adequate stock is maintained at all service points.
Process and coordinate spare parts requests from service centres, Shops, and field technicians, ensuring timely fulfilment 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 Benin 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 ageing reports, open service tickets 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 Benin.
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 both French and English.

Bachelors degree or Higher Diploma from a recognised Institution in engineering or other relevant disciplines.
An advanced degree is welcome.
4+ years of experience in an operational, data interpretation, or inventory management role, preferably within after-sales service, logistics, or the consumer goods sector.
Are fluent in French and English — this is essential for the Benin 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 interpretation 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 and awareness.
Have an entrepreneurial spirit and the ability to work unassisted, 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 Benin 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 unassisted and figure things out with innovative thinking, problem-solving skills, and presence of mind.
Demonstrates humility.
Motivated by the social mission to provide energy to consumers and employment to rural communities. Should be an ethics-oriented person.

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $864.9M
Headquarters: Chicago, IL
Founded: 2008

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