Customer Service Specialist at Unilever

KEY ACCOUNTABILITIES:

• 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
• Alongside CD, serving as a single point of contact for the company
• 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
• Inform Customer about product/code changes
• Agree with Customer on short shelf-life deliveries
• Act if needed in case of price discrepancies (get in contact with CD, Customer, Marketing)
• Represent Customer Service and the Customer at CD meetings
• Monitor Customer ordering habit and suggest necessary modifications

Key Interfaces:

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

Key Skills:

• Customer service experience is preferable, however not essential if a candidate can exhibit strong competencies
• Strong IT skills are essential and ability to learn new systems quickly
• Intermediate ability in Excel i.e., be able to perform and utilise Excel to its maximum to process and order large amounts of data efficiently and with integrity
• Strong communication skills in both verbal and written.
• Team player with good stakeholder management skills
• Good analytical skills to be able to interpret complex information and come to rational findings.
• Experience of SAP accounting package an advantage but not essential

General Skills:

• Business Strategy and Formulation
• Business Planning and Implementation
• Project Management
• Change Management
• Business Process Design and Management
• Information Management
• Application and Exploitation of Information Technology
• Negotiation

REQUIREMENTS:

• Proven working experience as a logistics coordinator
• Record of successful logistics management
• Demonstrable ability to lead and manage staff
• Minimum experience of 2 years
• Proficient in standard logistics software
• Excellent analytical, problem solving and organizational skills
• Ability to work independently and handle multiple projects
• University Degree