Customer Care Manager Tanzania
Description
Responsible for managing the Order-To-Cash (OTC) process in the country.
Ensure Customer Satisfaction by ensuring timely Complaints closure and timely Customer Incentives pay-out.
Act as primary contact for accounts regarding all information pertaining to the account: order status, credit, complaints, channel inventory, MOS (Move-Out-Sales) and POG movement.
Provide sales support for POG/EI tracking, rebates, returns management and analytics
Work closely with Sub Region Planning Control Tower and participate in the Country S&OP team to understand Demand Supply balance and implement Logistics action plan.
Liaise with respective functional leads (sales, marketing and finance) to ensure that customer operations strategies and activities are integrated and aligned.
Responsible for all Logistics (transportation and warehousing) and import export transactions in the country for RC
Ensuring Trade Compliance (Logistics Operational Compliance) and adhere to Business Conduct policy for all import / export and local Logistics movement and setting up strong compliance processes working closely with Regional Trade Compliance Lead
Identify means to enhance Customer Satisfaction and work closely with Hub / Global teams to implement Customer Care initiatives in the country
Work closely with plant team to fine tune production schedules to support S&OP decisions and Logistics tactical plan
Track and monitor Perfect Order Metrics and identify opportunities for improving the KPIs
Manage logistics provider to deliver efficiency with least cost and drive safety awareness programs to vendors
Long term planning for logistics cost, warehouse cost and the needful of resources requirement
Drive all related customer care saving cost on monthly basis
Develop and retain Supply Chain talent in country
Functional Competencies
Excellent communication skills
Attention to detail, very well organized, accurate
Works pro-actively while anticipating needs of the team and initiating actions to provide solutions.
Working effectively with teams and networks across geographic, political, demographic, functional and other cultural and organizational boundaries.
Able to work under pressure, conforming to changing demands with good interpersonal skills.
Ability to self-motivate and maintain a positive attitude, with the desire to be an integral contributor to the completion of organizational projects and goals.
Reacts quickly to unexpected changes and the ability to solve problems very independently.
Available for Minimal Travel for training and building relationships with Planning and Inventory management functions.
Core Competencies
Result oriented.
Agility; able to promote and adapt quickly to changes and show high level of comfort with ambiguity
Strong influencing skills
Supports thinking beyond boundaries
Continuous improvement mindset
Good interpersonal skills with ability to work collaboratively in a team setting with genuine respect.
Works pro-actively while anticipating needs of the team and initiating actions to provide solutions.
Ability to develop effective and accurate documentation appropriate to various audiences and purposes.
Reviewed by kidebwaymnyama media
on
August 12, 2019
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