Customer Service Specialist at Haleon

Responsibilities:

• Day to day coordination of Sub Saharan Logistics to ensure that all day-to-day CS&L related activities are dealt with in an accurate, timely & courteous manner.
• Key to ensuring the COTIF target of >97.5% is achieved.
• Cordinate controls with shipping warehouses & Logistics Services providers & compliance is adhered to at all times.
• Drive system & data integrity in SAP ERP system between Haleon and Imperial Logistics to ensure 100% accuracy & address any challenges on time.
• Work with 3rd Party Logistics & Customers agents to ensure all CSL information is kept well and easily tracked when required.
• Cordinate any rework process for imports and during promotions
• Weekly update of Direct Shipments to SSA distributors OTIF
• Handle any credit note/Account issues for our SSA Distributors on time.
• Ensure monthly and quarterly meetings between Haleon and 3PLS take place and performance issues are discussed and actioned.
• Sit in weekly NPI calls where required especially to give Logistics input for various markets.
• Keep a Track & manage Logistics costs & obtain the necessary alignment with all the stakeholders.
• Assist in execution of key Logistics projects ( warehouse optimisation, warehouse set up, transfer of stock, redesign of distribution.
• Work with Quality to ensure all DRAS, and any other requirements are tracked from time to time.
• First Point of contact from customers for warehousing & Distribution related matters for East Africa and SSA for escalations to the right forums & CSL Manager
• Cordinate direct shipments to SSA Markets
• Cordinate Destruction process with Warehouse 3PL.
• Oversee logistics, storage and customer service performance including inbound, warehousing, distribution, quality, repacking and outbound distribution.
• Ensure QMS implementation in supply chain in line with the Quality requirements.
• Perform any other duties that may be assigned from time to time.

Scope:

• Shipments from sites (HALEON site) to HALEON WH & customers-Direct shipments
• Shipments from HALEON WH to Customers ( SSA Distributors, Key Accounts, Trade )
• Inbound Logistics, Warehousing, Domestic Distribution, Repacking
• Customer Service Invoicing & Order to Cash Process
• Drive & owe COTIF KPI reporting to >97.5%
• Drive cost saving initiatives & Logistics Saving Projects [Shipping & Warehousing costs]

Requirements:

• University graduate in Logistics/Engineering/Finance
• Logistics/ Supply Chain Professional Qualification
• Fluent french & English speaker
• Very good knowledge of supply chain,Logistics, Warehousing, QMS, Customer Service processes.
• Experience in 3PL contract management including cost and service
• Ideally with FMCG / Pharma / Foodstuffs industry
• Results oriented, good communication skills in a way which engages and motivates everyone to strive towards a vision of business excellence.
• Good Planning, organisational and stakeholder management skills.
• Excellent structural thinking planning & analytical skills
• Good ERP Knowledge preferably SAP.
• Fluent French speaker