Assistant Customer Service Manager Job LIPTON Teas and Infusions

LIPTON Teas and Infusions is the world’s largest tea business with a remarkable portfolio of over 30 world-class brands, including iconic names like Lipton, PG Tips, TAZO, Brooke Bond, and B-Corp certified Pukka and T2. Based in the Netherlands and operating in more than 100 countries, we pioneer innovative, premium and sustainable teas and infusions to delight our consumers daily. Our commitment is to drive the entire tea industry upwards and create value for all and the planet, from farmers to consumers, retailers, team members, partners, and shareholders. We take a long-term approach, investing in innovative and sustainable practices that deliver responsible growth, with a keen focus on meeting the needs of our customers and consumers, protecting the environment, and making a positive impact on people’s lives
LIPTON Teas and Infusions Kenya PLC is LIPTON Teas and Infusions’ largest Tea entity in Africa. We create wealth both directly through our operations and indirectly through our broader value chains where we support development and growth in partnership with businesses and communities
Lipton has been growing tea in Kenya since 1924. The estate in Kericho covers over 8,700 hectares and is Rainforest Alliance certified. The Company employs more than 5,500 permanent workers with several thousand temporary workers joining them in peak season. LIPTON Teas and Infusions Kenya PLC is thus at the heart of LIPTON Teas and Infusions’ Operations.
At LIPTON Teas & Infusions, we put consumer love at the heart of every decision. We celebrate diverse thinkers who take personal ownership to connect ideas and make impactful things happen; people who share our values around humanity and courage and give their commitment to nurturing the wellbeing of all. In return, we offer a working culture that gives our people freedom and flexibility, and where they can grow both personally and professionally to master their field.
Be part of our amazing blend. Come and grow yourself and, in turn, help us to grow a world of wellbeing.

Purpose of the Role

The Assistant Customer Service Manager is responsible for managing the link between the Customer and the Supply Planning team which feeds back to operations and driving shipment on time in full (OTIF) performance to attain set Customer Service levels and in accordance with set service level agreements (SLA’s).

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

• 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.
• Travel
• As per job/site requirements, local travel likely
• Leadership Behavior

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