About Unilever
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.
Job Purpose
The core purpose of the CustomerServiceSpecialist role is to manage the service Unilever delivers to key customers, ensuring that every time their customer(s) deals with Unilever it is a positive experience and theperceptionof Unilever held by our key customers therefore continually improves.
What Will Your Main Responsibilities Be
Customer communications
- As the SC interface – this role will be responsible for all communications with the customer to ensure we are meeting customer expectation & providing the best service possible; this includes, safe landing all new product launches, catering to any ad hoc requests
- Tailoring order shortage communications to meet / exceed customers’ expected level of communication
- Working with Customer Development, Customer Replenishment Specialists, Customer Availability Specialists, and Stock Management to ensure external messages are simple, clear, and consistent
- Responsible for building a strong relationship with our customers as well as building a two- way collaboration that is built on mutual trust
- Handling customer trade terms compliance issues at an operational level with their customer(s)
- Checking and confirming to customers that orders for new products have been processed successfully.
Customer Order Scheduling - This role will ensure that customer orders are executed in time & in full – collaborating with 3P (order creation), SMS & logistics team to ensure proper stock allocation, scheduling & delivery
Continuous Improvement
- Tracking DR & CCFOT targets for our customers to ensure we are always at the right SL- this includes analysis of losses & continuous improvement projects to tackle these losses.
- This role will also manage all MD issues & resolve any customer complaints/requests
- Owning a customer fact book / reference guide that holds all relevant information to enable Unilever to meet/exceed their customer(s) expectations
- Implementing supply chain initiatives with key contacts at the customer (e.g. setup of new delivery point, lead-time reduction, weekend ordering etc.)
S&OE and Q0 Operations
- Handling the S&OE cycle/tasks and responsible for Q0 financials and operations
- Ensuring Egypt monthly sales plan are on track from a supply availability & primary sales perspective, adhering to weekly phasing execution plans
- Providing analysis on challenges/issues across the month with proper root cause analysis & action plans
Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
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