Warranty Manager

SUMMARY:
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POSITION INFO:

• Role Overview:
  • Role offers career growth into Operations & Supply Chain Management.
  • The Warranty Manager is responsible for end-to-end national warranty operations, ensuring efficient return merchandise (RM) processing, supplier claims management, stock reconciliation, and minimizing stock write-offs.
• Core Accountability:
  Manage defective, repaired, and replacement stock workflows while maintaining strict inventory accuracy, service level agreement (SLA) compliance, and warranty process governance.
• Operational Leadership:
  Coordinate logistics, warehouse, procurement, finance, suppliers, and sales teams to ensure seamless movement and tracking of warranty and faulty stock nationally.
• Key Deliverables:
  • Process Management: Establish and manage the end-to-end Return Merchandise Authorization (RMA) process for defective, damaged, or incorrect products.
  • Customer Support & Quality: Act as the escalation point for customer returns, ensuring prompt and efficient service to maintain high customer satisfaction.
  • Inventory Control: Oversee the accurate entry and processing of returned inventory, including updating FINCON systems and managing inventory levels.
  • Audit & Compliance: Review RMAs for compliance with company warranty policies, validate warranty status, and approve customer refunds or credits.
  • Analysis & Reporting: Track key performance indicators related to returns, analyze trends to identify product quality issues, and improve procedures.
  • Ensure accurate RM administration, supplier follow-ups, repair/replacement management, credit note recovery, senior management reporting twice monthly, and reduction of warranty-related losses and stock shrinkage.
• Candidate Profile:
  • Experience: 1+ years’ experience in inventory control and distribution environments with strong ERP exposure.
  • Qualification: Financial background / diploma / degree.
  • Technical Skills: Proficient in Microsoft Office, including advanced Excel skills.
  • Communication: Strong supplier management capabilities.
  • Analytical Abilities: Ability to analyze data, identify trends, and produce reports.
  • Problem Solving: Proactive, self-starter with excellent leadership and decision-making skills to resolve disputes and process discrepancies.
• Critical Skills:
  Process discipline, multitasking, communication skills, problem-solving, and supplier relationship management.
• KPIs:
  Warranty turnaround times, system and reporting accuracy, faulty stock levels, supplier SLA adherence, customer satisfaction regarding faulty stock turnaround times, reduction in unresolved warranty cases, and minimization of stock write-offs.