Job Objectives
Manage and direct customer service and logistics to delight meet and where possible, exceed the sales, distribution support and service expectations of export customers within the wider East Africa Region. Participate in the planning, development, and execution of strategies to drive best practices adoption and sustainable value creation in order management; forecasting and logistics service provision management.
Customer Service/Logistics Job Primary Responsibilities
1. Customer Service and Logistics
Manage Export Orders
Orders are received and accurately processed on the system according to instructions and available stock
Orders are followed up with brand owners and affiliates for timely dispatch.
Shipments arranged according to agreed Incoterm.
VAP’s shipments by country monitored according to projections with Sales and Marketing teams
Freight is controlled and monitored
Required export documentation issued or obtained from brand owners or Affiliate companies.
Order lead times followed up to mitigate any issues that may come up promptly.
Advise on Incoterms and other compliance issues that are country specific e.g. pre-inspection.
Invoices issued correctly
Debtor invoices received and controlled to align with accounts receivable data that supports effective mechanism of payment collection by Finance department.
Making our “Customer’s agenda, our agenda” while ensuring compliance to our standards
Continuously reviewing customer activity, analyze data, and identify trends taking corrective action and modifying procedures where necessary
Effective recognition of customer specific opportunities that enhance our Supply Chain performance (e.g. order cycle optimization, improved case fill rate, on time delivery and Logistics Trade Terms compliance)
Ensure proper coordination of stock held at any appointed 3rd party logistics service provider as per forecast, replenishment and dispatch instructions.
Track and monitor Claims, Returns and Refusals
Forecasting and Stock Availability
Optimum planning and satisfaction of customer’s demand or replenishment needs in the most cost effective way and required speed
Delivering effective business solutions on time and error-free, monitoring the effectiveness of solution design
Ensure a monthly rolling forecast for each customer and develop a collaborative approach with sales, marketing in order to achieve an accurate projection. Use of appropriate forecasting tools is essential
Ensure proper coordination of product availability in any contracted logistics provider warehouses in line with forecast projections as well as stock cover policy to avoid out of stock.
Monitor and keep a timely record of lead times from brand owners and other affiliates to consolidation warehouse or customer directly in order to avoid any compromise of order dispatches as per customer needs and expectations.
2. Stakeholder Relations
Develop a Collaborative Relationship with Sales and Marketing
Sales kept informed of pending orders
Customer relationships managed effectively
POS orders managed effectively
Sustained Relationship with Logistics Providers
Quotes obtained and service levels reviewed periodically with the aim of continuous performance improvement.
Develop and Manage Relationship with Other Agencies
On statutory compliance issues with government departments
On quality certification with accredited agencies e.g. SGS, Bureau Veritas
On Custom related issues with port authorities.
Customers
Order status report and update
Lead times update.
Orders capture accuracy, Prompt pro forma issuance as per SLA, and Accurate + prompt Invoicing.
Case 4fill rate report.
Structured reviews and updates. Current and future opportunities, challenges and resolutions
100% compliance as per country General shipping Instructions (GSI)
Customer Service/Logistics Job Educational Requirements and Work Experience
University graduate in either supply chain, business management with minimum 3 year experience in a supply chain role or university graduate in any other field with 4 years minimum experience in a supply chain role.
Experience in import and export order processing and supply chain within cross borders is an added advantage.
French speaking is also an added advantage
Functional and Technical Competencies
Demand and Supply Planning (Forecasting)
ERP and IT processing
Import/ Export Procedure
Excellent Communication skills
Customer Service
Warehousing and distribution
Good geographical knowledge.
Behavioural Competencies
Strong communication and organizational skills
Strong business perspective understanding
Passion for working with customers, internally and externally
Shows a strong desire to develop trust and long term relationships
Strive for service improvements and be proactive and responsive to customer demands
Strong analytical thinking.
Leadership Competencies
Impact/Convince and must work cross functionally and externally to get commitment to ideas, actions and deliver results.
