Assistant Customer Service Manager

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.

Apply via :

career55.sapsf.eu