O2C Customer Collaboration Specialist, Lipton, Nigeria at Unilever

This permanent role will be part of a team of Customer Collaboration Specialists who report to the [Market] Customer Collaboration Supervisor and support them by conducting services relating to Customer Services.  This will require working closely with global O2C, Go to Market and Supply Chain to meet Customer Services KPIs and financial targets.

Your Key Tasks:

• Act as a key point of contact and proactively manage and maintain customer relationships
• Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve
• Service optimisation through working with customers to maximise stock on orders and minimise obsoletes​
• Manage key supply chain issues between customer and ekaterra
• Manage claim cycle end-to-end, including following up overdue responses and root cause analysis
• Provide planning and sales team with insight from detailed understanding of customer systems and processes
• Communicate information to the customer about relevant upcoming ekaterra activities
• Project activities with the customer to improve ekaterra service or delivery efficiency
• Report, analyse and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation
• Maintain customer satisfaction levels
• Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
• Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand
• Handle major variances to customer ordering pattern, such as depot or store openings and network changes
• Support total customer service team and maintain operational cover in times of absence or other priorities

Skills and Experience

• Bachelor’s degree in Sciences or business (preferably Supply Chain and/or Logistics)
• At least 3 years business experience preferably in Customer Service process
• Familiar with SAP functionalities (with preference for SAP S/4HANA)
• Good verbal and written communication skills
• Action orientated to deliver results under time pressure
• High analytical skills
• Proven track record on improvement performance
• Service oriented attitude
• Able to adapt to changes quickly
• Languages required by [Market] [TBC]