Planning and Customer Service Officer – Rwanda

Job Title:

Planning and Customer Service Officer – Rwanda

Location:

Nyaruguru, Rwanda

Reports To:

Head of Planning and Customer Service – Plantations

LIPTON Teas and Infusions is the world’s largest tea business with a remarkable portfolio of over 30 world-class brands, including iconic names like Lipton, PG Tips, TAZO, Brooke Bond, and B-Corp certified Pukka and T2. Based in the Netherlands and operating in more than 100 countries, we pioneer innovative, premium and sustainable teas and infusions to delight our consumers daily. Our commitment is to drive the entire tea industry upwards and create value for all and the planet, from farmers to consumers, retailers, team members, partners, and shareholders. We take a long-term approach, investing in innovative and sustainable practices that deliver responsible growth, with a keen focus on meeting the needs of our customers and consumers, protecting the environment, and making a positive impact on people’s lives.

LIPTON Teas & Infusions Rwanda Limited is one of LIPTON Teas and Infusions’ Tea entities in Africa. We create wealth both directly through our operations and indirectly through our broader value chains where we support development and growth in partnership with businesses and communities.

Lipton has been growing tea in Rwanda since 2017. The estates in Nyaruguru District covers over 816.7 hectares and is Rainforest Alliance certified. The Company employs around 2,000 permanent and temporary workers.

Be part of our amazing blend. Come and grow yourself and, in turn, help us to grow a world of wellbeing.

Role Summary

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

Qualifications Required

• University degree in Supply Chain Management, Logistics, Finance, Operations Management, Planning or an equivalent.
• Minimum of 4 years business experience in supply chain positions.
• Membership with the relevant Professional body will be an added advantage.

Knowledge, Skills & Experience Required

• A strong background in an operations environment.
• Strong understanding of planning systems and cross functional connections between Supply and Demand
• Good communication skills
• Good Negotiation skills
• A professional and flexible nature
• Understands concepts of ‘independent demand ‘and protects it through planning master data and behaviors.
• Competent in key principles of material requirements planning and distribution
• Great stakeholder engagement and management
• Proven planning & organization skills.
• Great Attention to detail
• Ability to work well with Enterprise Resource Planning systems in the Sales, Customer Service and inventory management modules.

Role Responsibilities–

PLANNING

Supply Planning

• Interprets customer demands and requirements to produce feasible operational plans.
• Carrying out Rough Cut Capacity Planning (RCCP) for made teas in Rwanda whose output feeds into the company’s RCCP.
• Liaising with the estates on the production of green leaf for the made teas.
• Carrying out production planning for made teas in Rwanda.
• Generates and communicates master production plans and factory schedules in order to support supply planning for all factories.

Materials requirements planning

• Creates and communicate the Materials Requirement Plan based on inputs for example slip sheets and paper sacks.

Supply network planning

• Determines gross requirements and replenishment volumes at appropriate aggregation of item levels.
• Plans production and crop distribution according to the market requirements for normal and made teas.
• Checks and validates supply capability against demand plan, constraints, range forecasting and scenario planning.
• Monitors the performance of demand and supply plans.
• Confirms forecasted feasible orders.

Data analysis

• Support the Head of Planning and Customer Service in carrying out data analysis for Rwanda.
• Support the Head of Planning and Customer Service in coming up with and rolling out any new projects that will be necessary.

Office administration

• Manages transport & planning clerks in office operations.
• Handles and verifies transport service invoices for payment.
• Management and filing of transportation documentation within the office.

Reporting

• Daily tea stocks and dispatches of 1 factory.
• Weekly transport service levels and allocations
• Monthly transporters performance review.
• Monthly pool tea sales to the relevant departments
• Safety, health, environment and quality (SHEQ) in transport issues to Supply Planning team.

INVENTORY MANAGEMENT

• Manages inventory for example contingency, safety, and process stocks for teas.
• Optimizes outbound logistics for local transport.
• Responsible for inventory metrics and reporting

CUSTOMER SERVICE

• Monitors and interprets customer service performance measures.
• Represents the customer at all relevant forums within the business.
• Establishes accountabilities and action plans for reducing customer service losses.
• Manages and resolves customer complaints.
• Provides customers with information on – production, weather conditions.
• Prepares and submits weekly reports on customer service and sales update against targets.

LOGISTICS

• Overall responsibility for logistics operations within the business (Transport of made Tea and goods)
• Responsibility for all transport contractor management within the business

Travel

As per job/site requirements, local travel likely.

Leadership Behavior

Exhibit the LIPTON Teas & Infusions GROW Values