Customer Service Specialist at Unilever

MAIN JOB PURPOSE:

• Supports the end-to-end order management process, Customer returns, deliveries, and Supply claims processing. He/She will drive collaboration, manage on time in full delivery of customer orders and ensure continuous engagement with Key stakeholders for seamless customer service operations.

KEY ACCOUNTABILITIES:

• Manage the Order Management processes from order collection to order delivery and return, aiming to provide the best possible service level towards our customers. In line with the standard operating procedures. This is between the local and regional teams.
• Implement and Maintain Standard Operating Procedures within the customer service department
• Support implementation for Customer Service modules, including ERP and any other systems. Participate in all necessary tests to make sure systems run according to core model processes.
• Maintain key performance indicators within customer service i.e. service level and cost management
• Collect and follow up customer orders on SAP. Ensure a close follow up of daily order entering and guarantee strict order management accuracy.
• Work closely with Finance, Customer Development and Logistics departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers.
• Work closely with Finance to ensure timely booking of claims. Most importantly to maintain a clear audit record related to department activities.
• Maintain a weekly shipment outlook and lead weekly/ monthly meetings with all stakeholders to review order status, priorities, and challenges.
• Customer service performance management reporting and including management reviews

Key Interfaces:

• Logistics EA manager
• Customer Service Excellence Manager
• Area Sales Managers & National Sales Manager
• Customer Account Manager
• Category Planning Managers
• Transport & Warehouse Manager

KEY SKILLS

• Strong stakeholder management skills and ability to influence cross functionally.
• Solution driven with the willingness and ability to implement innovative ideas.
• Good communicator with the ability to form and maintain good relationships internally and externally.
• Strong interpersonal, negotiation and influencing skills.

RELEVANT EXPERIENCE:

• University degree completed in relevant field preferably.
• Minimum of 3 years’ experience within a supply chain organization
• Excellent working and analytical Knowledge of SAP and Excel
• Strong analytical and numerical skills
• Strong interpersonal and presentation skills.
• Overall Order Management process knowledge