Unilever Nigeria Plc
Unilever Nigeria Plc – Welcome to Unilever, a global multinational and fast-moving consumer goods (FMCG) company with products sold in over 190 countries and more than 2 billion consumers across the world who use our amazing products everyday!
We are recruiting to fill the position below:
Job Title: Order to Cash (O2C) Customer Collaboration Specialist, Lipton
Job ID: R-55018
Location: Lagos
Category: Supply Chain
Your Role
- This permanent role will be part of a team of Customer Collaboration Specialists who report to the [Market] Customer Collaboration Supervisor and support them by conducting services relating to Customer Services.
- This will require working closely with global O2C, Go to Market and Supply Chain to meet Customer Services KPIs and financial targets.
Your Key Tasks
- Act as a key point of contact and proactively manage and maintain customer relationships
- Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve
- Service optimisation through working with customers to maximise stock on orders and minimise obsoletes
- Manage key supply chain issues between customer and ekaterra
- Manage claim cycle end-to-end, including following up overdue responses and root cause analysis
- Provide planning and sales team with insight from detailed understanding of customer systems and processes
- Communicate information to the customer about relevant upcoming ekaterra activities
- Project activities with the customer to improve ekaterra service or delivery efficiency
- Report, analyse and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation
- Maintain customer satisfaction levels
- Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
- Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand
- Handle major variances to customer ordering pattern, such as depot or store openings and network changes
- Support total customer service team and maintain operational cover in times of absence or other priorities
Skills and Experience
- Bachelor’s Degree in Sciences or Business (preferably Supply Chain and/or Logistics)
- At least 3 years business experience preferably in Customer Service process
- Familiar with SAP functionalities (with preference for SAP S/4HANA)
- Good verbal and written communication skills
- Action orientated to deliver results under time pressure
- High analytical skills
- Proven track record on improving performance
- Service-oriented attitude
- Able to adapt to changes quickly
- Languages required by [Market] [TBC].
Application Closing Date
Not Specified.
