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Customer Service Officer - DMEA

Nairobi, Kenya

Customer Service Officer - DMEA

Job Description

Job description:

You will be the main point of contact for our Customers and multiple internal stakeholders within the North Africa and Levant region within the DMEA business unit, for all ordering activities and enquiry/query management to resolution, across the entire Order to Delivery (OTD) process.

You will be responsible for maintaining order data within our SAP R/3 System, the import and export activity from source to customer port, order pad and regulatory update and maintenance and the primary day to day contact with the customer for order receipt, processing, and management as well as documentation preparation, accuracy and dispatch.

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You will become the subject matter expert of our customers in this region.

  • Execute the complete order process of your own group of Customers. That involves receiving the order from our Customer in different formats through multiple channels, checking the order in SAP R/3 on product codes, stock availability, delivery lead times, incoterm, logistic appointments, collaborating with your peers within other departments, up to the delivery of the order at our Customer. Liaise and provide solutions during this end-to-end process to our Customer if any changes are required.
  • Handle tight deadlines in a fast-paced environment and prioritize daily tasks according to the current business needs.
  • Take the responsibility of the Customers' logistics claims through Dispute Case Management tool, investigate the complaint, create credit/debit notes and returns, attach the required approvals, liaise with stakeholders when required.
  • Cooperate and communicate with multiple stakeholders daily with a different seniority level internally (Sales, Deployment, Marketing, Master Data, Collections, Pricing, CashApp, Demand Managers, Logistics, Tactical Planners, Transport, Subject Matter Experts, Project teams, Internal Control, ECOM, ITS) and externally with over 10 markets
Key relationship will be with UK Import/Export and Shipping team, DMEA sales manager and DMEA demand planning
  • Participate as an active contributor in regular teleconferences/meetings with stakeholders. Address Customer requirements shortcoming. Pro-actively communicate challenges and search for the optimal solutions adjusted to the current situation. Provide dedicated order management and supply chain/logistics expertise.
  • Have direct written and verbal contact with own Customers and partners in English languages. Maintain and develop relationships with Customers. Provide great Customer Service to increase Customer satisfaction (as measured by customer feedback and minimize Customer complaints.
  • Resolve enquiries and delivery queries promptly and liaise with interested parties, communicating both progress and the outcome. Identify and solve systemic and complex order fulfilmentand supply chain related issues.
  • Manage proactively Customer portfolio, update regularly internal documentation related to Customer's data, update order pads monthly and maintain customer open orders and order history. Manage rollovers and communicate these changes with the customers.
  • Identify continuous improvement opportunities and cost savings, address gaps in current processes and suggest optimized ways of working to improve customer satisfaction and the team's efficiency. Identify and implement opportunities of automatization.
  • Understand KPI requirements and own work impact in order to achieve and exceed desired results. Initial focus areas will be OTIF% , CuSe% and right first time (RFT%) - there will be a need to understand, build, track and improve these metrics as they are in their infancy
  • Work closely with demand management to improve forecast accuracy and adherence of orders to forecast consumption
  • Maintain shipping letter of instruction (SLI) with customers, review quarterly and ensure all documentation meets the customer expectation and is dispatched on time
  • Onboard new customers in a standard way, ensure master data is set correctly, maintain first deliveries on time
  • Maintain new product information for desired sales organisation and ensure that rollovers can be affected from the date of the first order
  • Understand and fulfil all regulations of the internal policies as well as internal control framework, provide analysis as requested by Internal Control or Quality Assurance.
  • Take part in different projects outside of regular work responsibilities, provide expertise, collect data, take active part in process analysis and improvement implementation.
  • Provide the training to other team members regarding the daily tasks whenever necessary and requested. Where required support all markets across DMEA.

Qualifications required:

  • 1.5 - 2 years of Customer-facing experience in Order Management / Customer Service in FMCG sector / Order To Cash / Supply Chain roles
  • Thorough knowledge of all MS - Office tools
  • SAP skills will be ideal
  • Import/Export knowledge will beneficial
  • Excellent time management skills, sense of urgency, able to separate urgent and important, able to manage pressured situations
  • Able to use own initiative and to work independently with multiple deadlines/tasks
  • Attention to detail, analytical and high level of accuracy
  • Customer relationship management skills
  • Strong team player with the ability to work within the group and to train new team members
  • Excellent problem-solving skills
  • Adaptable/responsive to change
  • Proactive/can-do attitude
  • Excellent communication (written & verbal), interpersonal skills will be essential

Language requirement:

  • Fluent English is essential
  • Arabic welcome
Global VISA and Relocation Specifications:

Primary Location
Kenya -Nairobi

Additional Locations

Worker Type

Worker Sub-Type

Time Type
Full time

Job ID: KimberlyClark-831979
Employment Type: Other