Customer Service Representative

Customer Service Representative at Tetra Pak

Tetra Pak West Africa seeks an experienced Customer Service Representative for a temporary position to drive order management and design handling operational performance within an assigned portfolio of customers. The successful candidate will be based in Lagos and will report to the Customer Service and Design Leader.

Responsibilities

• Primary Contact: Serve as the main point of contact for customers, providing information on order placement, sales forecasting, design status, deliveries, invoicing, and claims handling.
• Order Fulfillment: Contribute to the Order Fulfillment Packaging Material (OFPM) balanced scorecard and represent OFPM within Key Account teams.
• Reporting: Provide standard pre-defined performance measure reports.
• Data Management: Ensure completeness and quality of relevant master data inputs.
• Delivery Coordination: Manage delivery requirements through Shipping Supply Administration.
• Stock Management: Oversee and manage customer stocks in line with commercial policy or Service Level Agreement.
• Claims Coordination: Handle packaging materials & additional materials claims, ensuring effective communication of status and actions.
• Recall Management: Liaise with the Claims coordinator for the recall, return, and replacement of claimed materials.
• Compliance: Ensure adherence to all relevant laws, policies, and procedures.
• Design Process Management: Manage the design process for new and modified designs.
• Order Fulfillment Control: Optimize customer delivery of material OTIF (On Time In Full) and manage customer requirements through online portal checks.
• Forecasting: Utilize forecasting modeling tools and programs to facilitate sustainable volume growth.
• Issue Resolution: Address and resolve all sales and operational issues related to the supply of packaging materials & additional materials.
• Continuous Improvement: Participate in WCM (World Class Manufacturing) activities and projects.

Job Requirements

• Education: Degree in Logistics, Supply Chain, Social Science, or Business Administration.
• Experience: Minimum of 2 years as a Customer Service Representative.
• Skills:
  • Strong understanding of customer operational needs and ability to multitask.
  • Effective time management, prioritization, and negotiation skills.
  • Ability to work within defined processes and in a matrix organization.
  • Strong team collaboration and business communication skills.
  • High accuracy in data collation, checking, and analysis.
  • Proficiency in MS Office; knowledge of SAP and Salesforce is a plus.
  • Flexible working attitude and ability to maintain detail orientation under pressure.

What We Offer

• Challenges: A variety of exciting challenges with ample opportunities for development and training in a global landscape.
• Innovation Culture: A culture that pioneers a spirit of innovation with visible results.
• Diversity and Inclusion: An equal opportunity employment experience that values diversity.
• Competitive Compensation: Market competitive compensation and benefits with flexible working arrangements.