BURN is a for-profit business that creates idealistic fuel-efficient cooking goods and delivers them to underdeveloped nations, where they help preserve forests and human lives. The only vertically integrated manufacturer of contemporary cookstoves in Sub-Saharan Africa is BURN at the moment. . .
Job Category: Operations
Location: Nairobi, Kenya
Job Type: Full-Time
Job Description Summary:
What You’ll Do for Us
To satisfy the demands of BURN Manufacturing and its customers, BURN is seeking to hire a customer-focused after sales manager to establish and operate BURN’s warranty repair program. By handling return requests and repairs quickly, the chosen applicant will make sure that goods and services meet or exceed consumers’ expectations.
Responsibilities:
Service Stations
- Set up and train new Service Stations across Somali/Somaliland as needed based on sales and failures.
- Maintain repair program and daily operations of service stations.
- Ensure BURN-approved repairs
- Inventory control and reconciliations
- Manage to station payments
- Ensure proper reporting of repairs by stations
- Identify areas of improvement that are needed for service stations and repair processes.
- Work with distributors on defective stove returns claims and repairs promptly.
- Assist in the execution of Mobile Clinics and warranty awareness drives where necessary.
Data Management and Reporting
- Track repairs and manage database(s) of repair information.
- Maintaining accuracy of Warranty Database
- Add data into Echo Mobile.
- Ensure warranty materials and parts consumed are updated on ERP.
- Prepare monthly reporting on repairs
- Work with BI and Operations to analyze repair rates and occurrences
- Document damaged parts from repairs, including photos and physical samples.
Customer service and SMS Communication Channel
- Maintain platform for stations to report repairs.
- Maintain communication channels for customers to report repair satisfaction as well as to receive schedule reminders and notices.
- Assist in developing new functionalities within the platform.
- Ensure all aftersales surveys & communications are translated and set up in BURN’s data collection tools.
- In charge of the customer service team.
BURN Ambassador
- Always maintain the integrity and be a positive ambassador for BURN.
- Continuous improvement for our services and the experience that we offer our customers.
Requirements:
Qualification
- Relevant Degree and Qualifications
- 3- 5 years experience in After Sales operations.
Additional Skills
- Must be able to investigate and analyze problems
- Strong interpersonal and organization skills
- Good knowledge of the local language
Additional Information
Qualified Candidates who are women are encouraged to apply. The person will work out of Kenya and go to Hargeisa, Somalia, 20–30% of the time. At any point in the hiring process, BURN does not charge a fee (application, interview, meeting, processing, training, or any other fees).
Method of Application:
Interested and qualified applicants should click on SUBMIT APPLICATION to complete your application.