Customer Service

hace 1 semana

Las Lomas, México Unilever A tiempo completo

Job Title: Customer Service & Logistics Operations Assistant Manager - Unilever International (UI)

Location: Mexico

Unilever International (UI) is Unilever’s fastest growing and entrepreneurial business, EUR 1.2 billion in turnover. UI’s purpose is to serve the underserved - markets, consumers, channels, brands, working in close partnership with Unilever’s Business Units (BU) and Business Groups (BG). UI is headquartered in Singapore and has a global remit with teams spread across nine hubs (Singapore, US, UK, Korea, India, Dubai, France, Philippines, and Australia)

RESPONSIBILITIES:
- Lead the customer service for the Americas and European Ethnic Business Unit.- Centralize the relationship with customers in the MCO / MSO for the order to cash process (orders, deliveries, returns, escalated claims and escalated overdue) and solve any issues to achieve the objectives fixed in terms of service and receivables.

Customer Service Strategy- Defining service/fulfilment strategy for all customers (MTF vs. MTO) based on differentiated needs of each customer.- Work with planning team to ensure stock availability in line with the defined service strategy

Customer Service Operations: Work with Intral and/or CapGemini, CD operations team and local customer service teams to ensure all back-end processes in ‘Order to Deliver’ are managed seamlessly to deliver a superior customer experience (Order Capture and Processing, Order Delivery, Invoicing, Documentation sharing on time, Master Data Management)

Capability Building
- Building segmented supply chain solutions for different verticals based on unique nature of each business (eg. US local, Travel Retail vs. Seeding vs. Discounters).
- Drive automation in the ‘Order to Deliver’ process to reduce manual involvement/errors in current transaction processing and hence improve resource productivity (Roll out of Web Collect, Sales force, etc.)
- Design and drive a ‘Customer Connect Program’ to improve customer experience and satisfaction.
- Working with international logistics team to improve customer satisfaction and order fulfilment
- Design and drive supply chain process improvement based on customer requirements and feedback
- Execute Digitization agenda for Respective Accounts

YOU’LL WORK CLOSELY WITH:
- Business (CD, Marketing, Finance, Legal team in Unilever International business)- UI Supply Chain Team (Planning/NPD/Procurement/QA/Logistics)- External Customers

COMPETENCY REQUIREMENTS:
- 5 years of experience in Supply Chain out of which at least 3 in planning/customer service.- Strong Interpersonal skills- Bachelor’s degree in engineering or supply chain.

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