As a world leading company in food processing and packaging, Tetra Pak's motto "PROTECTS WHAT'S GOOD"™ reflects the philosophy upon which we conduct our business in order to make food safe and available, everywhere.
Operating in more than 165 markets with over 20,000 employees, Tetra Pak believes in responsible industry leadership, creating profitable growth in harmony with good corporate citizenship and a sustainable approach to business.
We work closely with our suppliers and customers on preferred processing and packaging solutions to provide convenient, innovative and environmentally sound products to millions of people worldwide.
Customer Service Manager
This position will appeal to candidates who can maintain attention to detail in a pressurized working environment whilst maintaining consistency and courtesy.
Someone who is flexible and can effectively negotiate solutions to sales and operational planning issues in a matrix organization aligned to account teams and specialist functions.
Scope of the job
The jobholder will be the central contact person between the customer and the factory in the Order Fulfillment Packaging Material (OFPMy process, thus is at the centre of decision- making in the supply chain process.
Main Responsibilities
Operating in more than 165 markets with over 20,000 employees, Tetra Pak believes in responsible industry leadership, creating profitable growth in harmony with good corporate citizenship and a sustainable approach to business.
We work closely with our suppliers and customers on preferred processing and packaging solutions to provide convenient, innovative and environmentally sound products to millions of people worldwide.
Customer Service Manager
This position will appeal to candidates who can maintain attention to detail in a pressurized working environment whilst maintaining consistency and courtesy.
Someone who is flexible and can effectively negotiate solutions to sales and operational planning issues in a matrix organization aligned to account teams and specialist functions.
Scope of the job
The jobholder will be the central contact person between the customer and the factory in the Order Fulfillment Packaging Material (OFPMy process, thus is at the centre of decision- making in the supply chain process.
Main Responsibilities
- Managing and coordinating Customer Service Representatives' (CSR's) work relating to order placement, sales forecast analysis, design development process handling, product deliveries and invoicing
- Development of customer contacts (both internal and external) and representing customer's interest
- Customer communication, implementation and reporting of agreed pricing & discount structures Maintenance of product pricelist in the system
- Ensuring the meeting of customer orders through an e-portal system, production confirmations and dispatch to customers
- Managing entire packaging material supply needs for Key Account Customers; Invoicing & crediting all packaging material and related sales accounts
- Overseeing Customer Relationship Management for Key Account Customers (KACS) through effective processes, open communication channels, issues escalation and reporting
- Monthly Rolling Forecast (RFC) data collection, coordination with the production team and closing of the feedback loop with all stakeholders; Customers, Commercial Team & Country Managers where applicable Providing insightful information to Sales, Marketing & Management teams for new and existing customers for strategy and direction
- Managing the Customer Service expense budget
- Collecting data on stock position, consumption trends from the customers as a critical input to the monthly rolling forecasting process.
- Actively participating in Key Account Management teams as the OFPM representative
- Customer claims handling to settlement
- Initiating and participating in World Class Manufacturing (WCM) activities and projects
- Fulfilling all Perfect Delivery, Perfect Confirmation and Delivery Schedules reporting deadlines monthly, quarterly and annually
- Drive and champion improvements across customer service processes
Experience
- Minimum of 3 years experience in Customer Service coordination or management
- Sound business knowledge and maturity.
- Experience in the use of ERPs especially SAP
- Understanding of Tetra Pak business systems and processes is an added advantage
Qualification
- Degree in Sales & Marketing or any other business related degree
- Qualification in Customer Relations/Customer Management is an added advantage
- Computer Knowledge with practical use of MS Word, MS PowerPoint and Excel.
Core Competencies, Skills & Abilities
- Excellent communication and interpersonal skills
- Presentation and negotiation skills
- With business acumen and interpretation of customer needs and industry intelligence
- Self-starter
- Good sense of initiative and leadership
- Results-oriented & good team player
The Human Resources & Communications Director
Tetra Pak Limited
P.O. Box 78340, 00507,
Nairobi
or email address: recruit.ke @ tetrapak.com to reach us on or before 1st February 2010.
Any incidence of canvassing will lead to a candidate's disqualification.
Only short-listed candidates will be contacted.
Tetra Pak is an Equal Opportunity Employer
