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Customer Service Representative

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Date: 24-Jan-2023

Location: NAIROBI, KE

Company: Tetra Pak

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.

Job Summary

Tetra Pak East Africa has an exciting opportunity for an experienced Customer Service Representative who will Drive Order Management and Design handling operational performance within a assigned portfolio of customers and work on a continuous improvement approach towards process improvement opportunities.

The successful candidate will be based in Nairobi, Kenya and will report to the Customer Service and Design Leader.

What you will do

  • To be the primary point of contact and information for the customer or market company relating to routine order placement, sales forecasting, design status, deliveries, invoicing and claims handling
  • To contribute to the successful delivery of the Order Fulfilment Packaging Material (OFPM) balanced scorecard
  • To represent OFPM within the Key Account teams
  • To be responsible for the provision of standard pre-defined reports of performance measures
  • To be responsible for the completeness and quality of relevant master data inputs
  • To manage and co-ordinate the design process for new and modified designs
  • To maintain key records within Tetra Pak’s computer based business reporting systems   
  • To control the order fulfilment process by managing customer requirements, and making recommendations on co-printing and cost savings, while ensuring optimized customer delivery of material OTIF ( On Time In Full )
  • To check customer requirements placed via the online portal to ensure smooth process flow
  • Managing forecasting modelling tools and programs
  • Facilitating sustainable volume growth.
  • To co-ordinate and resolve all sales and operational issues for the supply of packaging materials & additional materials.
  • To coordinate delivery requirements through Shipping Supply Administration
  • To manage customer stocks in accordance with commercial policy and/or Service Level Agreement in addition to other business objectives
  • To co-ordinate packaging materials & additional materials claims with relevant personnel, and ensure effective communication of status and actions.
  • To liaise with the Claims coordinator in the organization of the recall, return and replacement of claimed materials as appropriate
  • To ensure compliance with all appropriate laws, policies and procedures
  • To participate in WCM activities and projects
  • To act and perform in the best interests of Tetra Pak and its customers
  • To participate in appropriate training and development
  • To be aware of and adhere to Tetra Pak Core Values 

We believe you have

  • Degree in Logistics, Supply Chain, Social Science or Business administration.
  • 3-5 years of experience as a Customer Service Representative
  • Requires the ability to quickly gain a full understanding of customer operational needs.
  • Requires strong business communication skills at all levels and disciplines; both written and oral.
  • Requires a high degree of accuracy in collating, checking and analyzing data and information.
  • Requires proficiency in MS office skills, with a working knowledge of relevant business systems (e.g., SAP, CRM, SALES FORCE)
  • Able to maintain an eye for detail in a pressurized working environment whilst maintaining consistency and courtesy.
  • Able to manage multiple tasks while demonstrating time management/ prioritization skills.
  • Able to understand and work within defined processes.
  • Able to effectively negotiate solutions to sales and operational planning issues.
  • Able to work in a matrix organization aligned to account teams and specialist functions.
  • Able to demonstrate a flexible working attitude.
  • Able to work effectively in a team environment.

We Offer You

  • A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
  • A culture that pioneers a spirit of innovation where our industry experts drive visible results
  • An equal opportunity employment experience that values diversity and inclusion
  • Market competitive compensation and benefits with flexible working arrangements


Apply Now

If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page at

This job posting expires on 7 February 2023.

If you have any questions about your application, please contact Sandile Livi via LinkedIn.