Customer Service Specialist - 3405435
Unilever
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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, weve grown into one of the worlds 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 youre 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 impact on the environment 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 Its never been such an exciting time to join the Unilever team
Job Scope
Centralize the relationship with customers for the order to cash process (orders, deliveries, returns, and escalated claims) and solve any issues to achieve the objectives fixed in terms of service and receivables
Alongside CD, serving as a single point of contact for the company
Manage the proactive customer care processes
Manage proactive communications (eg CCFOT, Stock issues, Range reviews, and PML)
On commercial aspects, relationship with the CD
On distribution aspects, relationship with SMS
Receive transactional support from the Solution Specialists eg reporting
Support the Commercial teams assigned to own customers, informing them of all matters that may be relevant to supply chain
Any department, eg IT, which can support in resolving a query or customer issue
Monitor stocks within the market to maintain agreed week coverage with the customer
Roles & Responsibilities
Centralize the relationship with the customers in the order to cash process
Review and provide information about the situation of their orders, delivery and invoice data
Inform the customer of the out of stock that affects the orders
Review and provide information about escalated logistics claims
Maintain a record of the most common issues and problems and their solution status
Accountable for SC alerts generated by its own customers and ensure they are solved within agreed times
Review periodically service level with customer and drive actions to improve SL
Master Data
Communicate master data updates and changes from customer and CD
Maintain master file alignment with customer systems (product, promo, barcode changesetc)
Maintenance of customer contacts for Unilever
Order Management
Review blocked orders for delivery for certain scenarios (eg MOQ), incorrect RDD, etc) with the customer and request for the Order validation Specialist to unblock them where appropriate
Monitor that customer place the orders according to the agreed schedule
Support the team in processing Transactional Documents which are not explicitly identified as part of the Customer Facing Specialist role, eg Entering orders - Order Entry Specialist Changing Orders - Order Validation Specialist
Returns & Refusals
Analyze the return orders, provide loss reasons, and work on reduce the returns requests
Delivery Billing issuesdelay management
Print and send delivery note invoice copy if requested by the customer
Coordinate with the Stock Management Specialist or Logistics Teams for urgent delivery issues
Claims Management
Receive customer logistics claims by exception and forward them to Claims Register Specialist
Claims resolution communication (Logistics and Pricing but not Trade Terms) to customer
REQUIREMENTS
Key Stakeholders
Finance
Market logistics Distributors Customers
Stocks management specialists teams within each Sourcing unit
Demand Planning Team
Warehouse team
Role REQUIREMENTS
Applicant should have a strong analytical skill, knowledgeable about the E2E supply chain, focusing on details and capability to manage huge amount of data with accuracy, drive the digitalization agenda and automating manual reports
Standards of Leadership
Purpose & Service
Personal Mastery
Agility
Business Acumen
Talent Catalyst
Consumer Love
Passion for High Performance
Type:Company Job
Deadline:25th Jul 2020
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 peoples 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 winters day, to sensuous soaps that make you feel fabulous, our products help people get more out of life.
Were 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.