UI Customer Service Assistant Manager

Job title: UI Customer Service Assistant Manager

Unilever International (UI) is an alternative route to market, servicing white space opportunities not exploited by local operating countries. It is a global business unit with 9 hubs (Singapore, US, UK, Korea, India, Dubai, France, Philippines, and Australia) with a diverse range of products, with expertise in working in Diaspora markets to reach consumers in over 75 countries. UI NA Foods turnover is + €70mn, with a strong UPM + +20%. We are a lean organisation and work closely with cross functional, cross geographical teams. Supply Chain vision of UI states “Revolutionize our customer experience by becoming the most digitally-powered and seamless agile supply chain with our people at the core.”

PURPOSE OF THE JOB: We’re looking for a leader with a passion to drive growth. The role is designed to drive the growth agenda within North America for our Foods category. We work with customers across US and Canada that specialise in different diaspora niche like Asian, Hispanic, East European consumers etc.

KEY RESPONSIBILITIES

• Customer Service Management

• Supply Chain lead in capturing risks, opportunities, and deliveries in monthly/quarterly sales

• Partner with Business Development Director & CD team on SC strategies to enable best in class customer service

• Link supply and demand planning activities with global cluster logistics teams, cluster customer service teams, and third-party order management teams (Cap Gemini)

• Deliver SC KPI to Target (e.g. Dispatch Rate, Stock Levels, Cost)

• Lead SC activities with key customers during JBP (joint business planning) to provide strategies to further develop customer performance.

• Manage 1 CSA (dotted line) to ensure order-to-cash process is managed efficiently.

• Being a business strategist on customer insights, business evolution

• Help to lead DRM with CD team on monthly basis

• Governance plan for periodic connects with customers, using tools like Customer Delight to evaluate our performance vs the benchmarks

• Digital Projects and Lighthouse Savings

• Lead digitisation projects (Salesforce) designed to enhance customer experience

• Drive Savings agenda and projects that require alignment with customers and CD team

• Logistics Management

• Collaborate with supply planning and global logistics to manage global supply imports into North America based on customer orders

• Managing and partnering with NA logistics on local transportation costs, load maximization opportunities, direct ship opportunities to drive a savings agenda

• Partner with UI Logistics team on logistics forecasts for global hubs and managing financial impacts with current logistics conditions

KEY REQUIREMENTS:

• Bachelor’s Degree from an accredited college or university, preferably in business, finance or supply chain management.
• 5+ years of experience in Supply Chain and minimum 3 years of relevant customer service experience with CPG
• Evidence of experience in customer collaboration is preferred
• Experience in working with retail replenishment systems (GRS, Retail Link, JDA, SAP)
• Demonstrated analytical and conceptual problem-solving ability; excellent oral and written communication skills, including presentation skills
• Ability to multi-task, meet tight deadlines and work under pressure with autonomy
• The ability to effectively lead and engage cross functional global teams and a willingness to take responsibility and accountability
• Demonstrated self-starter with the ability to deliver results in a lean, agile organization and able to adapt to changing priorities
• Understanding of key financials, P&L and cost to serve models
• Demonstrated system development and execution and/or performance delivery through outsourced part will be seen as advantage