Junior Customer Service Manager
il y a 2 semaines
Who are we?
At Unilever, we share one simple purpose: To make sustainable living commonplace. Through our powerhouse brands such as Dove, Axe and Magnum, we are creating a bright future for our business and our planet - And you can be part of it.
We believe that companies with purpose last, people with purpose thrive and brands with purpose grow. We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life.
Business context and main purpose of the job:
Supply Chain with a customer focus is your specialty? If so, you would love to be Junior Customer Service Manager. In this role, you will work within the Supply Chain division, in the Customer Service department. This department is responsible for the entire process from receiving customer orders up to and including delivering products to the customer.
You will be responsible for the client relationship of a diversity of customers (Colruyt, Hard Discount, Makro, Lambrechts, Di) as well as structural improvement projects and innovations. You will manage the full order to cash flow for your customers and you will have an important pivotal role in the Supply Chain between your customers and the internal organization. You will also be the contact point for them regarding operational aspects such as service, claims and logistics.
You will mainly be in contact with their planning and commercial departments, but also with project managers and the customer's distribution centers. You will work closely with your Supply Chain colleagues at Unilever as well as with our internal departments such as Logistics, Sales, Demand Planning, Marketing and Finance.
Main Accountabilities:
Customer relation management- Maintain customer relationships on an excellent level with the different stakeholders, becoming their trusted partner regarding logistics or customer service-related issues, such as: product portfolio management, follow-up of master data changes, recording of delivery complaints or returns, tuning of order patterns or delivery specifications and KPI reporting.- Making and sharing performance reports of the delivery reliability and timeliness of Unilever for your customers and taking the necessary corrective actions in cooperation with internal departments and the customer.- Analysing the data shared by our customers on OTIF and OOS deliveries, extract clear action points and hold the different people involved accountable for their actionsDrive optimal service at the customers- Driving the optimal service at the customers considering the service agreements and the KPis shared with the customers- Identifying, following up and communicating to the customer daily problems such as large or critical out of stocks (OOS), late deliveries, non-compliance with customer conditions, etc.- Follow-up on critical or structural problems related to customer orders identified by the Order Management department.- Informing the customer about product/range changes (e.g. master data) and following up on proper execution in accordance with both internal departments and the customer.- Driving the Supply Chain agenda with Customer Development, being a direct business partner for the Account Managers and the Sales Director
Customer analytics
- Analyzing customer operations through continuous monitoring and focused data analysis with the aim of identifying potential improvements in service, cost and supply chain velocity between Unilever, its customers, other suppliers and logistics service providers. For this you will need to build up in-depth knowledge of the customer, the market, the logistics service providers and the trends in supply chains. Unilever's supply chains are diverse (ambient, air-conditioned, chilled and frozen) and in all sub-areas a good balance between costs and benefits for the total supply chain is important.
Driving improvements- Initiating and implementing continuous improvement processes.- Initiating, implementing, and leading improvement projects within the customer's operation, or within the Unilever order-to-cash and logistics order fulfilment process
Structural improvements and business Partnering with other functions- Initiate and drive required actions in case of low score on KPI’s (cross functional Sales - Logistics - Planning - Customer Facing Specialist)- Lead the process for new product introductions and de-listings from a logístical point of view; the execution is done by the Customer Facing Specialist- Strong collaboration with the Customer Service Specialists: Solve structural customer service or logístical operational issues- Strong collaboration with the Log Manager Belgium to support the joint logistics agenda with the customers. Drive the ZBB program at the customers inclusive cost-effective picking, transport and other logistic improvement projects- Process steering of the claims process with all involved stakeholders (Hub, IBM, KAMs).- Supporting Quality Assura
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