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.

What you will do

• 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 handling
• Contribute to the successful delivery of the Order Fulfilment Packaging Material (OFPM) balanced scorecard
• Represent OFPM within the Key Account teams
• Take responsibility for the provision of standard pre-defined reports of performance measures
• Oversee the completeness and quality of relevant master data inputs
• Manage and co-ordinate the design process for new and modified designs
• Maintain 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 flow
• Manage forecasting modelling tools and programs
• Facilitate 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 Administration
• Oversee and manage customer stocks in accordance with commercial policy and/or Service Level Agreement in addition to other business objectives
• Coordinate 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 appropriate
• Ensure compliance with all appropriate laws, policies and procedures
• Participate in WCM activities and projects

We believe you have

• Degree in Logistics, Supply Chain ,Social Science or Business administration.
• 2 years of experience as a Customer Service Representative
• The ability to quickly gain a full understanding of customer operational needs
• Strong business communication skills at all levels and disciplines; both written and oral
• A high degree of accuracy in collating, checking and analysing data and information
• Proficiency 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 courtesy
• The ability to multitask while demonstrating time management/ prioritization skills
• The ability to understand and work within defined processes
• The ability to effectively negotiate solutions to sales and operational planning issues
• The ability to work in a matrix organization aligned to account teams and specialist functions
• A  flexible working attitude
• The ability to work effectively in a team environment