JOB TITLE: CUSTOMER SERVICE ASSISTANT MANAGER

SCOPE: SINGAPORE

FUNCTION: CUSTOMER OPERATIONS SUPPLY CHAIN

Unilever International (UI) is one of the fastest growing businesses within Unilever with annual TO of ~Euro 1.5bn and there are strong plans in place to reach Euro 2bn in the next few years. UI Supply Chain enables the sourcing and distribution network managing 8000+ SKUs sourced from 100+ factories including 3 PMs and supplied to 500+ customers in 100+ countries.

PURPOSE OF THE ROLE

Manage Customer Service for assigned customers of UI and deliver end to end customer NPS from supply chain perspective.

KEY RESPONSIBILITIES

The main responsibilities of the job will include flawless execution of Customer Service to achieve business goals of Top & Bottom-line growth specific to the allocated Customer Groups.
 

Customer Service

Deliver superior service levels for the key account

• Work with customer to align 4 Quarter rolling forecast and with supply planning to build month, quarter and annual view of supply/service

• Lead conversations with global BG teams to align capacity, allocation, new investments, and commensurate business case inputs to ensure future requirements are aligned end to end

• Work with all SUs to align monthly/quarterly supply and maximize short term delivery

• Business partner with Business Development Managers and Customer to unlock supply issues and servicing related concerns –dispatch plan, invoicing, claims, documentations etc.

• Monitor and track Service Rates and devise improvement plan through Loss Tree analysis

• Work with Capabilities team on several system/tools improvement projects

• Order prioritization, backlog orders review, carry forward and exceptions’ management

• 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 Orders vs Supply Plan & communicate: Monitor Orders and communicate proactively with the customer on any potential issues in dispatching the perfect order

• Claims: All Supply Chain related claims, returns, refusals from the customer are to be handled appropriately. Lead the investigation and closure of cases

• Order accuracy & hygiene: Work with the customers to ensure that accurate orders are released to the planning team as per agreed timelines

• Provide timely feedbacks and updates to customer queries and circulate timely reports, conduct review meetings, calls on case to case and regular basis for smooth operations

**The roles of duties are not exhaustive and may change according to business requirements. **

SKILLS AND COMPETENCIES

• Strong expertise in end-to-end supply chain customer service, planning and innovation (more than one preferred)

• Proven experience in program management and digital transformation.

• Data analytics and visualization using Unilever tools

• Basic understanding of Unilever standard tools

• Excellent stakeholder management and influencing skills.

• Ability to manage multiple priorities in a fast-paced environment.

QUALIFICATIONS

• Graduate in Supply Chain Management, Operations, or related field.

• 5+ years of experience in supply chain planning, with exposure to global operations and cross-border supply chains

• Experience in deploying digital tools and doing program and change management

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.