1. Exchange & Return Case Management: • Review and process exchange and return requests submitted through the Service Website. • Validate customer information, warranty status, service reports, and supporting documents. • Ensure all exchange and return cases comply with company policies and approval criteria. • Track and monitor case status from initiation to completion. 2. SAP Transaction Management: • Create and maintain exchange/return transactions in SAP. • Process material returns, replacement orders, credit notes, and stock movement transactions. • Ensure accurate and timely data entry in SAP. • Coordinate with Logistics, Warehouse, Finance, and Sales teams to complete SAP transactions. • Reconcile system records and resolve transaction discrepancies. 3. Service Website Administration: • Monitor daily exchange and return requests submitted by service centers and dealers. • Verify documentation uploaded to the Service Website. • Maintain data accuracy and completeness within the system. • Support system issue resolution and coordinate with IT teams when necessary. • Conduct user testing (UAT) for new website enhancements and process improvements. 4. Approval & Escalation Management: • Review exceptional cases requiring management approval. • Prepare case summaries and recommendations for approval authorities. • Handle escalated dealer, customer, and service center requests regarding exchange and return cases. • Ensure timely communication of case decisions and progress updates. 5. Reporting & Analysis: • Generate reports from SAP and the Service Website regarding: Exchange volume, Return volume, Approval rates, Processing lead time, Product defect trends, Service center performance • Analyze root causes of product exchanges and returns. • Identify recurring quality issues and provide recommendations for corrective actions. 6. Other service job assigned by Manager of Customer Care [Requirements] Education & Languages: • College/University graduation. • Intermediate level in English in writing and negotiation skills. Experience: • At least 3 year of experience in customer service. • Experience in Consumer Electronics, Home Appliances. • Knowledge of SAP, Service Management Systems, or ERP platforms. Personal traits • Good thinking, dynamic, creative and sincere.