Customer Service Specialist

Job description

Job Title :

Customer Service Specialist

Department:

Supply Chain

Location:

KSA / UAE

Hiring Manager:

Customer Service Operations Asst Manager

Company Profile:

Every Day, Around the World, People Reach for Unilever Products. Our Brands Are Trusted Everywhere And, By Listening to The People Who Buy Them, We've Grown into One of The World's Most Successful Consumer Goods Companies. In Fact, 150 Million Times A Day, Someone Somewhere Chooses a Unilever Product.

Look in Your Fridge, Or on The Bathroom Shelf, And You’re Bound to See One of Our Well-Known Brands. We Create, Market and Distribute the Products That People Choose to Feed Their Families and Keep Themselves and Their Homes Clean and Fresh.

Our Corporate Strategy Aims to Double the Size of Our Business While Reducing Our Impact on The Environment By 2020. As A Result, In the Months and Years to Come, We Envisage Many Opportunities for Our Staff to Progress and Gain Vital Experience. It’s Never Been Such an Exciting Time to Join the Unilever Team.

Job Scope:

Centralize the relationship with customers for the order to cash process (orders, deliveries, returns, and escalated claims) and solve any issues to achieve the objectives fixed in terms of service and receivables

· Alongside CD, serving as a single point of contact for the company
· Manage the proactive customer care processes
· Manage proactive communications (e.g. CCFOT, Stock issues, Range reviews, and PML)
· On commercial aspects, relationship with the CD
· On distribution aspects, relationship with SMS.
· Receive transactional support from the Solution Specialists e.g. reporting.
· Support the Commercial teams assigned to own customers, informing them of all matters that may be relevant to supply chain
· Any department, e.g. IT, which can support in resolving a query or customer issue
· Monitor stocks within the market to maintain agreed week coverage with the customer.

Roles & Responsibilities

Centralize the relationship with the customers in the order to cash process:

· Review and provide information about the situation of their orders, delivery, and invoice data
· Inform the customer of the out of stock that affects the orders
· Review and provide information about escalated logistics claims.
· Maintain a record of the most common issues and problems and their solution status
· Accountable for SC alerts generated by its own customers and ensure they are solved within agreed times
· Review periodically service level with customer and drive actions to improve SL

Master Data

· Communicate master data updates and changes from customer and CD.
· Maintain master file alignment with customer systems (product, promo, barcode changes...etc.)
· Maintenance of customer contacts for Unilever.

Order Management

· Review blocked orders for delivery for certain scenarios (e.g. MOQ), incorrect RDD, etc.) with the customer and request for the Order validation Specialist to unblock them where appropriate.
· Monitor that customer place the orders according to the agreed schedule
· Support the team in processing Transactional Documents which are not explicitly identified as part of the Customer Facing Specialist role, e.g.
· Entering orders - Order Entry Specialist
· Changing Orders - Order Validation Specialist

Returns & Refusals

· Analyze the return orders, provide loss reasons, and work on reduce the returns requests.

Delivery / Billing issues/delay management

· Print and send delivery note / invoice copy if requested by the customer
· Coordinate with the Stock Management Specialist or Logistics Teams for urgent delivery issues

Claims management

· Receive customer logistics claims by exception and forward them to Claims Register Specialist.
· Claims resolution communication (Logistics and Pricing but not Trade Terms) to customer.

Key Stakeholders:

· Finance
· Market logistics / Distributors / Customers
· Stocks management specialists’ teams within each Sourcing unit
· Demand Planning Team
· Warehouse team

Key Competencies & Skills – Standards of Leadership

Role requirements:

· Bachelor's degree in Industrial/Mechanical Engineering
· 2-5 years of experience in Supply Chain/Planning/Logistics/Co-packing/Customer Service
· FMCG/Industrial background is a plus
· Strong communication skills
· Innovative, Organized, and has strong follow up skills
· Applicant should have a strong analytical skill, knowledgeable about the E2E supply chain, focusing on details and capability to manage huge amount of data with accuracy, drive the digitalization agenda and automating manual reports

Standards of Leadership:

· Purpose & Service
· Personal Mastery
· Agility
· Business Acumen
· Talent Catalyst
· Consumer Love
· Passion for High Performance