Customer Facing Specialist at Unilever

JOB PURPOSE

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. If you are dedicated to ensuring customer satisfaction through proactive communication and collaboration, from order to delivery, then this role is perfect for you!

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Improvement in long term customer experience metrics (Dispatch Rate, Ontime, CCFOT, Overdue payments, Claims Completion Times, etc)
• Understanding the needs of customers, be the voice of the customer internally
• Developing customer relationships with key customer contacts
• Centralize the relationship with customers in Nigeria for the Order to Cash process (orders, deliveries, returns, escalated claims, and escalated overdues) and solve any issues to achieve the objectives fixed in terms of service and receivables.
• Be the face of Unilever to our customers Supply Chain operational and strategic matters.
• Focus on “right first time” for the customer, which helps both the customer and Unilever with the cash collection cycle.
• Take a higher-level view of all processes and system logic in place that are delivering the customer experience, and make interventions where needed to improve performance.
• Optimizing of customer-related iOPS processes such as delivery routes, ordering behaviour (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal stakeholders.
• Integrating new customers and channels into existing processes in close alignment with CD
• Manage the proactive customer care processes.
• Manage proactive communications (e.g. stock issues, OOS, logistics, etc.)
• Review and provide information about the situation of their orders, delivery and invoice data
• Coordinate master data requests (like new customer account creation, change of address, etc.) from customer and CD
• Liaise with the logistics team or 3rd Party Logistics Provider for urgent delivery issues.
• Act if needed in case of price discrepancies (get in contact with CD, Customer, Marketing)
• Represent Customer Service and the Customer at CD meetings.
• Develop proactive engagement with partners and provide clear instructions and updates
• Be able to perform and utilise Excel to its maximum to process and order large amounts of data efficiently and with integrity.
• Ability to analyze data, and performance metrics, to make informed decisions and optimize efficiency in processes.

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

• University degree, Supply chain (APICS etc) qualification is an added advantage.
• 2-5 Years in Supply Chain operations
• Experience in managing customer relationship.
• Exposure to Order to Cash, procure to pay cycle
• Master of Business Administration; Logistics Degree is an added advantage
• Special studies in Supply Chain related subjects
• FMCG experience
• Experience of SAP accounting package an advantage but not essential.
• Customer service experience is preferable, however not essential if a candidate can exhibit strong competencies.

Key Interfaces:

• Customer
• CD team
• Logistics team
• Credit control
• Order management team
• Finance (CD/SC/Marketing)
• Marketing team

External: 

• Regional and local 3PL

Skills

• Business Acumen
• Strong IT skills are essential
• Ability to learn new systems quickly
• Intermediate ability in Excel
• Team player with good stakeholder management skills.
• Good analytical skills
• Interpret complex information and come to rational findings
• Self-Mastery: Strong verbal and written communication skills
• Ability to prioritize effectively, meet deadlines
• Adapt to changing priorities in a fast-paced manufacturing environment

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

Critical SOL (Standards of Leadership) Behaviors

• TALENT CATALYST:  Inspire people to grow with support and honesty.
• PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
• AGILITY: Explores the world around them, continually learning and developing their skills. Comfortable working in conditions of ambiguity and learning through change.
• CONSUMER & CUSTOMER LOVE: Whatever their role, always seek to delight our consumers, and partners, our customers better than anyone else.
• PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
• PURPOSEFUL IMPACT: Care deeply about delivering positive impact for the business, people and planet.