Head of Planning and Customer Service at LIPTON Teas and Infusions

ROLE SUMMARY

• The Head of Planning and Customer Service will be responsible for Planning, Logistics, Sales, Customer Service and Inventory functions in the Lipton Tea Plantations in Kenya, Tanzania and Rwanda. The Head of Planning and Customer Service plays a crucial role in optimizing operational processes, ensuring service reliability, enhancing customer satisfaction, and contributing to the overall success of the business.

ACCOUNTABILITIES 
Sales

• Overall responsibility for achievement of Monthly and Annual sales targets (Volume & TO)
• Responsibility for monthly and annual Sales volume and price forecasting.
• Responsibility for on time and in full sales delivery to customers (SOTIF)
• Overall responsibility for sales metrics and reporting

Planning

• Overall responsibility for GL crop forecast planning across the 3 plantations.
• Responsibility for Weekly, monthly and annual production planning
• Overall responsibility for planning metrics and reporting

Inventory

• Overall responsibility for inventory management (Consignment & regular stock items) across the 3 Tea Plantations
• Ensuring checks and controls in place for stocks issuance 
• Overall responsibility for inventory metrics and reporting.

Logistics

• Overall responsibility for logistics operations across the 3 plantations (Transport of made Tea and goods)
• Responsibility for all transport contractor management. 

Customer Service Management

• Development and implementation of customer service policies and procedures across the tea plantations businesses.
• Ensure a high level of customer satisfaction by addressing customer concerns and resolving issues promptly.

Data Analysis

• Utilize data and analytics to assess and improve customer service trends and performance.
• Make data-driven decisions to enhance planning and customer service operations across the 3 plantations

Budgeting & forecasts

• Manage the budget for the Planning and Customer Service department.
• Carry out variance analysis of unit budgets versus actual expenditure and investigate adverse variances and take corrective action.
• Partner with the Head of Finance – Plantations and the Country General Managers to facilitate monthly sales projections and conversions. 

QUALIFICATIONS

• University degree in Supply Chain Management, Logistics, Engineering, Agricultural Engineering, Operations Management, Planning or Strategic Management.
• Sound business qualifications at (post) graduate level in a relevant business area.
• Minimum of 8 years business experience in Supply Chain positions

EXPERIENCE

• A strong background in a multi-country operations environment.
• Strong understanding of planning systems and cross functional connections between Supply and Demand
• Good communication and negotiation skills 
• Proven planning & organisation skills.
• Good understanding of the supply chain networks in East Africa. 
• Understands concepts of ‘independent demand ‘and protects it through planning master data and behaviors.
• Superior competence in material requirements planning, distribution, requirements planning, logistics and customer service
• Thoroughly conversant with Enterprise Resource Planning systems in the Sales Module, Customer Service and inventory management modules. 
• Ability to develop strong relations with stakeholders internally and externally.