Responsibilities

Sales

• Updating and implementing pricing models for forward contracts. Assistant Customer Service Manager 
• 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.