LIPTON Teas and Infusions has passionately built its expertise in the blending of teas and infusions for consumers around the world since 1871. Together, our 17,000 people are united in bringing differentiated and compelling benefits to billions of tea enthusiasts around the world. Our mission At LIPTON Teas and Infusions, our mission is to insightfully a...
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Assistant Customer Service Manager
- Job TypeFull Time
- QualificationBA/BSc/HND , MBA/MSc/MA
- Experience5 years
- LocationNairobi
- Job FieldCustomer Care  , Procurement / Store-keeping / Supply Chain 
Responsibilities
Sales
- Updating and implementing pricing models for forward contracts.
- Prepares the Company monthly and annual sales volume and price forecasts and responsibility for forecast delivery.
- Manages the Company sales contracts, shipments and stock information
- Provides the supply availability for forward contract negotiation
- Approves shipping instructions and sales invoices prepared by the team ensuring accuracy
- Ensures teas destined to auction are prepared and booked in good time
- Offers tea for sales to other buyers, negotiates and locks sales through this channel.
Customer Service
- Monitors and interprets customer service performance measures
- Represents the customer at all relevant forums within the business
- Establishes accountabilities and action plans for reducing customer service losses
- Manages and resolves customer complaints
- Provides customers with information on – production and weather conditions.
Third Party Management
- Sets up Key Performance Indicators for 3rd Party Suppliers and reviews during improvement meetings held quarterly.
- Manages service providers in Mombasa (shipping companies, transport companies, warehouse and tea brokers).
- Liaise with logistics companies on collection of teas for shipment from the factories and the delivery of the same to the port.
- Manage documentation requirements for customers’ shipments done ex-factory and check for accuracy.
Finished goods Stock Management
- Manage stock conformance Key Performance Indicators per item and reviews regularly.
- Responsible for allocation of teas.
- Monitors the age of stock within the stipulated timelines.
- Verifies and approves the computation raised for claims on lost tea in transit with the insurers.
- Liaises with warehousing agents in regard to tea deliveries and storage.
Customer Service Metrics Reporting
- Prepares and submits weekly reports on customer service and sales update against targets.
Tea tasting
- Taste tea for quality assessment and categorization against customers standards.
Administrative duties
- Checks and approves for payment supplier invoices (shipping, transport companies, warehouses, tea brokers)
- Manage the section budget.
Qualifications, Experience and Competencies
Qualifications
- University Degree in Supply Chain Management, Logistics, Customer Service, Finance, Operations Management, Planning or an equivalent.
- Sound business qualifications at (post) graduate level in a relevant business area.
- Minimum of 5 years business experience in supply chain positions.
- APICS/CPIM Will be an added advantage
Experience/Skills
- A strong background in an operations environment.
- Strong understanding of planning systems and cross functional connections between Supply and Demand
- Good communication skills.
- Good Negotiation skills
- Great stakeholder engagement and management.
- Proven planning & organisation skills.
- Great Attention to detail
- Ability to work well with Enterprise Resource Planning systems in the Sales Module, Customer Service and inventory management modules.
Method of Application Interested and qualified? Go to LIPTON Teas and Infusions on career55.sapsf.eu to apply
