Cape Town City Centre: 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: 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.