Customer Service Excellence & Safety & Health Officer (Job Number: 18000950)

Main Job Purpose:

• Lead the Customer Service Team (O2C +Distribution) across all the country’s categories for their account group or channel.
• Coordinates the overall implementation and maintenance of the SHE management system and promotes continuous improvement practices which reduce the business SHE risk.
• Provide leadership at country level and development for the Customer Service team.
• Accountable for the delivery of Customer Service Excellence.

The CSE officer will also manage the Warehouse & Distribution Supplier:

• With the 3rd Party Warehouse 3P and Transporter on day to day warehousing, inbound and outbound transportation and co-packing operations in the warehouse.
• Ensure the delivery of high CCFOT
• Responsible for the efficient and accurate handling and delivery of customer orders.
• Ensure the delivery of high CCFOT at optimal costs and ensure quality, environment safety and health standards are met as per the Unilever guidelines
• Has a full accountability for the order cycle and the implementation of customer service offerings as agreed in the Customer Business Plan.
• Support the Supply Chain Manager in developing strong working relationships with CSE stakeholders’ contacts

Job Summary:

• Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc.) to develop opportunities for reduced cost to serve, or improved service, forecast bias or on-shelf availability.
• Providing operational guidance and support to ensure an efficient order cycle is maintained – including capturing, processing and fulfilling all orders and deliveries within our trade terms guidelines.
• Resolve escalated operational issues internally and with Customer
• Anticipate and prevent future problems.
• Work closely with external customer contacts to ensure that a solid relationship is achieved and maintained through both periods of good and poor customer service.
• At all times seek to proactively improve delivery and make both parties supply chains more efficient.
• At times of poor service take the lead to ensure issues are well explained to the customer with a clear communication of resolution timings and next steps
• Be the main contact point for the Customer Development Manager for customer service issues.
• Build strong relationships with the Planning Officers to maintain a category perspective.
• Ensure timely delivery of CSE metrics and issues summary to the Supply Chain Manager.

Accountabilities:

• Delivery of Customer Service, Supply Chain Innovation Priorities, Customer Profitability, Forecast Accuracy and On-shelf availability for their customers
• Manage 3PL for warehousing and transportation
• Delivery of Supply Chain elements of Joint Scorecards with their Customers (service, efficiency, OSA)
• Ensure, through liaison with the Category Planning Officers, that the Customer Replenishment Specialists insight into customer specific requirements are built into the ERP, and supply/delivery issues are understood up the supply chain from the customer’s perspective.
• customer satisfaction measured by Customer survey
• Ensure alignment of Logistic Efficiency and Payment terms to reality, driving for mutual benefit wherever possible.
• Resolution of any Customer Service issues with support of Customer Service Executives.
• Maintain up-to-date Customer /country fact-book
• maintain up-to-date and accurate master data for customer ship-to and sold-to data plus relevant EDI mechanisms
• Joint CS Scorecard with Customer (including plan for corrective actions internally and with Customer)
• Clearly defined service standards for Customer (CSE Minimum Mandatory Standards)
• Deputise for Supply Chain Manager on Regional Customer Service Excellence forums.
• Accountabilities for Managing 3PL for Warehousing and Transportation and oversee Order to Cash
• Manage the day to day deliver operations to achieve high levels of Customer Service at optimal costs
• Ensure distribution of products on time and in full within the required conditions Dispatch rate of higher than 95%
• Drive CCFOT (Customer Case Fill on Time)
• Working Capital (Stock) reduction and CEPs (Cost Effectiveness Programs)
• Build and Sustain collaborative/ productive relationship with Unilever Customers
• 3PLs to drive service levels, costs, efficiencies, process simplification and loss reduction from CCFOT analysis
• Determine and optimize the warehouse and transport capacity with 3PL’s
• Ensure all operations in Warehouse and Distribution are within the agreed SHEQ and food safety guidelines
• Lead the TPM activities in the warehouse
• Conduct periodic stock count and reconcile physical, 3PL and UL system stocks to ensure stock accuracy
• Monitor and organize FIFO applications in the warehouse operations
• Organize collection of pallets from customers and ensure pallet supply is as per production plan
• Assign reason codes for stock returns and rejections at the time of receiving goods returns
• Coordinate shipment of finished goods from the factories to the warehouse
• Ensure that site contingency plan is live and maintained
• Manage all government / local relations in regard to the site operations
• Manage the effective processing of supplier invoices and payments to 3PLs
• Customer claims
• Ensure appropriate stock provisions are made in books for SLOB’s.
• Ensure timely initiation of disposals to minimize losses
• Responsible for ensuring transportation and warehousing cost budgets are within the set limits
• Implement HR procedures and policies
• Logistics KPI reporting

Key Requirements:

• Completed University Degree, Supply Chain/ Business Administration/ Logistics and APICS will be an advantage
• Experience in FMCG Supply Chain (Planning, Customer Service, Logistics)
• Experience on SAP ERP, APO
• 3-5 Years in Supply Chain operations
• Experience in managing 3PLs
• Planning experience
• Exposure to Order to Cash, Procure to pay cycle

Drives and facilitate the implementation of the SHE systems in line with:

• System standards (ISO/FWS)
• Corporate standards and guidelines
• Legislative requirements and Business process requirements.
• Introduces, sells and champions SHE best practices, and customises to suit business needs
• Coordinates, monitors and audits all SHE activities related to the business and ensures all business SHE activities meet Unilever and legislative requirements. Identify opportunities for continuous improvement
• Budgeting and Planning
• Commercial Acumen
• People Management
• Market and Customer orientation
• Market and Customer orientation
• Business orientation
• Think opportunity, simplification and harmonization
• Think integrated Supply Chain process
• Proven people development skills including managing Officers
• Analytical thinking
• Creativity People management

How to Apply

Submit your CV and application on company website: