Customer Service Specialist - 3405435

Unilever
  • Customer Service Specialist Jobs in UAE - 3405435

    Unilever
  • 1 - 10 Years
  • UAE
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3405435

Job Description

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

Profile Summary

Type:Company Job

Deadline:25th Jul 2020

Company Profile

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.



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