Job closed
Job description / Role
Company Profile:
Every day, around the world, people reach for Unilever products. Our brands are trusted everywhere and, by listening to the people who buy them, we've grown into one of the world's most successful consumer goods companies. In fact, 150 million times a day, someone somewhere chooses a Unilever product.
Look in your fridge, or on the bathroom shelf, and you're bound to see one of our well-known brands. We create, market and distribute the products that people choose to feed their families and keep themselves and their homes clean and fresh.
Our Corporate Strategy aims to double the size of our business while reducing our environmental impact by 2020. As a result, in the months and years to come, we envisage many opportunities for our staff to progress and gain vital experience. It's never been such an exciting time to join the Unilever team.
Job Description: Assistant Customer Service Manager - Africa
Job Title: Assistant Customer Service Manager - Africa
Department: Unilever International
Profession (Marketing, Finance, etc.): Supply Chain
Work Level: WL1E
Location (City, Country): Dubai, UAE
Main Job Purpose:
(A concise statement setting out the main purpose and objectives of the job.)
- Unilever International has been asked to manage the white space opportunities in Africa and the opportunity size is quite large given that Africa is the fastest growing geography for Unilever. The sourcing and distribution network is quite complex with 200+ SKUs to be sourced from 15+ factories spread across the globe with the GTM SC managing 10 countries in Africa to begin with. The estimated TO is expected to be 25 Mln.
- Primary scope of this role is to lead customer service for the UI Africa markets. The role entails interface with business to ensure right demands are fed for Planning, regular engagement with supply planning teams on the status of production at various sourcing sites and for ensuring OTIF delivery of stocks to our Customers in various countries.
Key responsibilities include:
- Customer Service Operations (Order to Deliver)
- Performance Management
- Capability Building
- The scope of the role includes all customers invoiced out of UAPL and will cover the entire Africa business managed by Dubai Cluster SC.
Key Accountabilities:
- (Please describe the responsibilities and end results that would be expected.)
- Customer Service Operations:
- Work with Capgemini (off-shore service provider) f to ensure all back-end processes in 'Order to Deliver' are managed seamlessly to deliver a superior customer experience.
- Order Capture and Processing
- Order Delivery
- Invoicing
- Documentation sharing on time
- Master Data Management
- Ensure accuracy in order processing and invoicing.
- Be the first point of contact for all customers for supply chain related issues and ensure timely resolution.
- On-boarding of new customers wrt supply chain related processes.
- Provide inputs to planning team for customer and order prioritization in case of constrained supplies.
- Handle exceptional orders and less than lead time orders as per the strategic needs of the business.
- Review and process all Supply Chain related claims (damages, demurrage/detention, returns, refusals, etc.). Lead investigation to understand root causes and develop corrective action plans.
Performance Management:
Drive the Service, Cash & Cost Agenda for the business:
- Service level measurement and improvement through better understanding of losses.
- Implement CCFOT loss tree and drive action planning to mitigate losses in the future.
- Drive savings for the business through better distribution network design, reducing business waste due to demurrages/detentions and improved resource productivity in warehousing.
Capability Building:
- Drive automation in the 'Order to Deliver' process to reduce manual involvement/errors in current transaction processing and hence improve resource productivity - Support the SC Capability agenda being run centrally
- Design and drive a 'Customer Connect Program' to improve customer experience and satisfaction.
Requirements
Professional Skills:
- (The minimum requirement from the job skills profile should be described, including degrees/qualifications preferred.)
Essential
- Bachelor's degree in any discipline
Preferred
- Candidates with APICS certification
Experience Required:
- (Please detail essential and desirable experience, including no. of years.)
Essential
- > 5 Years' experience in Supply Chain out of which at least 2 to 3 years in customer service.
- Strong Interpersonal skills
Preferred
- FMCG experience
Travel:
- (Please make it clear if the job will require travel within the country or abroad and give an idea of how often the candidate will need to be away from home.)
- Minimal (~10% of the time)
Internal
- Business (CD, Marketing, Finance team in Unilever International business)
- UI Supply Chain Team (Planning, NPD)
External
- Customers
- Various 3PL Service Providers
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.