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Customer Service Representative
4 months ago
ABOUT THE COMPANY
Tetra Pak is one of three companies in the Tetra Laval Group – a private group that started in Sweden. The other two companies are DeLaval and Sidel. Tetra Laval is headquartered in Switzerland.
JOB SUMMARY
Tetra Pak East Africa has an exciting opportunity for an experienced Customer Service Representative who will drive order Management and design handling operational performance within a assigned portfolio of customers and work on a continuous improvement approach towards process improvement opportunities.The successful candidate will be based in Nairobi, Kenya and will report to the Customer Service and Design Leader.We believe you haveDegree in Logistics, Supply Chain ,Social Science or Business administration.2 years of experience as a Customer Service RepresentativeThe ability to quickly gain a full understanding of customer operational needsStrong business communication skills at all levels and disciplines; both written and oralA high degree of accuracy in collating, checking and analysing data and informationProficiency in MS office skills, with a working knowledge of relevant business systems (e.g. SAP,SALES FORCE) is a plus.The ability to maintain an eye for detail in a pressurized working environment whilst maintaining consistency and courtesyThe ability to multitask while demonstrating time management/ prioritization skillsThe ability to understand and work within defined processesThe ability to effectively negotiate solutions to sales and operational planning issuesThe ability to work in a matrix organization aligned to account teams and specialist functionsA flexible working attitudeThe ability to work effectively in a team environment
RESPONSIBILITIES
Act as the primary point of contact and provide information for the customer or market company relating to routine order placement, sales forecasting, design status, deliveries, invoicing and claims handlingContribute to the successful delivery of the Order Fulfilment Packaging Material (OFPM) balanced scorecardRepresent OFPM within the Key Account teamsTake responsibility for the provision of standard pre-defined reports of performance measuresOversee the completeness and quality of relevant master data inputsManage and co-ordinate the design process for new and modified designsMaintain key records within Tetra Pak's computer based business reporting systems Control the order fulfilment process by managing customer requirements, and making recommendations on co-printing and cost savings, while ensuring optimized customer delivery of material OTIF ( On Time In Full )Check customer requirements placed via the online portal to ensure smooth process flowManage forecasting modelling tools and programsFacilitate sustainable volume growth.Coordinate and resolve all sales and operational issues for the supply of packaging materials & additional materials.Cooordinate delivery requirements through Shipping Supply AdministrationOversee and manage customer stocks in accordance with commercial policy and/or Service Level Agreement in addition to other business objectivesCoordinate packaging materials & additional materials claims with relevant personnel, and ensure effective communication of status and actions.Liaise with the Claims coordinator in the organization of the recall, return and replacement of claimed materials as appropriateEnsure compliance with all appropriate laws, policies and proceduresParticipate in WCM activities and projects
REQUIRED SKILLS
Conflict and complaint resolution, Reporting, Customer service, Ability to coordinate
REQUIRED EDUCATION
Bachelor's degree
