Warranty Manager

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:

• Operational Leadership:

• 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:

• 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.