Customer Service & Demand Planner (East Africa) Job in Kenya

Job Title: Customer Service & Demand Planner – East Africa
Function: Supply Chain
Reporting to: The Head of Supply


The  Customer service and Demand planner role is to ensure that the business achieves its top line objectives by ensuring that the demand planning process is integrated with the ordering process to ensure a seamless execution of the procurement process keeping in check the inventory and customer service KPIs.

The role manages a smooth network of materials/services and information flows which extend from customer interface to local and overseas production facilities to ensure consistent availability of products at distributors, while managing inventory and delivering of customer service KPIs.
The position reports, as part of the overall Supply Chain organisation, to the Head of Supply.

The role exists to support excellent customer service delivery at competitive cost.

Responsibilities and Accountabilities:

  • Manage all the East Africa distributors with respect to collecting accurate IMS data, structure and analyse this data for use in the demand planning process.
  • Liaison with Sales to ensure availability of updates IMS forecast for all SKUs and all markets.
  • Establish a working knowledge of the customers supply chain goals and working relationship with customers supply chain establishment to facilitate achieving positive business results.
  • Lead the SNOP and Demand planning process within the company.
  • Based on forecasts to secure confirmed orders from the customers and coordinate  issuance of  proforma invoices for the same
  • Ensure the customers are billed in a timely manner and that the payments from the customers are received before releasing original documents to them
  • Closely works with Supply Planner to ensure Distributor orders are met in a timely and accurate manner.
  • Deliver high levels of customer service to the customer- order fill rates, on time deliveries, forecast accuracy etc.
  • Support collaborative and efficient cross-functional relationships within the company and Distributor organisations
  • Ensure that all the supply chain activities conform with the legislative, safety, health and environmental requirements
Key Contacts:
  • Members of the local and regional Supply Chain function
  • Local Commercial Organisation
  • External Customers and Suppliers

This person should be

  • be an energetic self-starter who can work independently, yet follow general company guidelines and learning.
  • be results oriented and pursue goals with zeal and commitment.
  • creative as well as analytical with excellent planning skills.
  • a team player .
  • professional in approach, deliver high quality results and conform to the highest standards of ethical behaviour, internally and externally.
  • knowledgeable in both primary and secondary distribution structures, logistics, procurement management and stock management systems. 
  • Must also have a strong set of business skills (particularly financial and communication) and hold all of the core competencies required of the position as outlined below.
  • Knowledge of the Supply Chain
  • Knowledge of the Trade / Competitors / Logistics Partners
  • Knowledge of, and adherence to, the Company’s operating principles and procedures
  • Teamwork
  • Achievement orientation
  • Management and negotiation skills
  • Be very much results-driven.
  • Ability to function well under pressure
  • Good communication skills
  • Analytical
  • University degree
  • Prior experience in Supply chain management, logistics.
  • Commercial experience is a plus.
  • Fluent written & spoken English
  • Conversant in MS Office with advanced knowledge of MS Excel
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