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Job description / Role
Customer Service Coordinator - Levant & Iraq
MAIN JOB PURPOSE:
Control and monitor the flow of consignments/shipments from different Sourcing Units (SU) to ensure all required documents are issued correctly, on time and is delivered in full to Unilever Levant & Iraq distributors and clearance agent.
The position also requires the bias for action mind set as the custodian of business waste to pinpoint any faults in current processes from different SUs and stakeholders to drive down business waste to 0.
Finally, this position will be source of customer service KPIs; measuring not only the service level of our SUs but also our distributors’ service level to respective markets
JOB SUMMARY:
• Build on existing tracking tools to monitor each stage of shipments from point of ordering till delivering full set of documents to distributors.
• Revise all shipping documents soft copies from different SUs and confirm its validity for shipment release
• Communicate and document every faulty document case and ensure counterparts in SUs acknowledge the issue and drive the required corrective action
• Communicate on weekly basis to SUs export managers all cases of faulty shipping documents and ensure their alignment on matter for allocation of any resulting debit notes
• Communicate to Finance team members any documents delay to ensure the right Statement of Account (SOA) is issued to distributors
• Build an open communication channel with respective SUs counterparts to ensure full alignment
• Build an open communication channel with different distributors’ supply chain team to ensure their full visibility on shipments
• Build a strong and open communication channel with regulatory team to ensure alignment on each country requirements and to communicate to SUs any changes in requirements
• Monitor and highlight the clearance lead time by distributors to ensure stocks are delivered on ground for sales on time.
• Lead Customer Service Excellence (CSE) projects across levant & Iraq monitoring ICCFOT, Secondary CCFOT & Secondary DR rates for continuous internal operations enhancement.
• Cascade and align distributors team about CSE projects and KPIs
• Analyze and communicate CSE KPIs to management and concerned stakeholders.
• Deduce actions of operations affecting CSE KPIs and implement them with and through concerned stakeholders
• Conduct weekly meetings counterparts in SUs for discussion about ongoing/pending shipments and conclude on actions plans, timeline and accountability.
• Communicate, on monthly basis, to Supply Chain Finance team the number of containers shipped to Iraq & Jordan for financial provisions of inland transportation costs
• Communicate to, on monthly basis, Supply Chain Finance team the supply chain debit notes along with value allocation and SU written/email confirmation, if any.
• Drive all required actions to maintain a business waste of 0
• Ensure compliance with corporate policies and procedures.
• Maintain highest quality standards, ensure safe working practices and care for environment through total compliance with the guidelines set up in Company Quality, Health & safety, Environment, customer service and consumer service & consumer safety policies
Requirements
• Vigilant following up skills
• Ability to grasp end to end processes in a quick and efficient manner
• Ability to translate analysis results in actions
• 2+ years of experience in Supply Chain.
About the Company
Unilever is one of the leading FMCG company with 400 brands spanning 14 categories of home, personal care and foods products, no other company touches so many people's lives in so many different ways.
Our brand portfolio has made us leaders in every field in which we work. It ranges from much-loved world favourites including Lipton, Knorr, Dove and Omo, to trusted local brands such as Blue Band and Suave.
From comforting soups to warm a winter's day, to sensuous soaps that make you feel fabulous, our products help people get more out of life.
We're constantly enhancing our brands to deliver more intense, rewarding product experiences. We invest €1 billion every year in cutting edge research and development, and have five laboratories around the world that explore new thinking and techniques to help develop our products.