Customer Excellence Manager, MYSG (Job Number:
210000F4)
Location
: Malaysia-Selangor-Kuala Lumpur-Kuala Lumpur Job Field
: Operations Posting Date
: Jan-21-2021 End Date
: Feb-20-2021 Job Type
: Regular Shift
: Day Job Job Schedule
: Full-time
Description
: The Purpose of Role:
Unilever has identified Winning with Customers as a key corporate strategic thrust. Customer Service is usually the first requirement of our customers. Unilever has pockets of excellence in this area, but we are generally perceived by customers to be behind key competitors. Our vision is simple – “Live Superior Service, Deliver Sustainable, Profitable Growth”.
The Customer Service Excellence Manager is the customer-facing lead of the Supply Chain, understand the Supply Chain needs of Unilever Malaysia’s customers by personally establishing and nurturing the relationship with counterparts and spearhead the necessary digital and data transformation programs to achieve the Customer Service objectives while increasing team efficiency and accuracy.
Team Structure:
- Reporting to: Supply Chain Director, MYSG
- Direct reports: 4
Key Responsibilities:
- Understand their Customer's specific requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) to determine the development of End-to-End value creation opportunities for reduced cost to serve, or improved service, promotional forecast bias/accuracy or on-shelf availability (OSA).
- Work closely with external customer contacts to ensure that a solid relationship is achieved and maintained through both periods of good and poor customer service. At all times seek to proactively improve delivery and make both parties supply chains more efficient. At times of poor service take the lead to ensure issues are well explained to the customer with a clear communication of resolution timings and next steps
- Develop and deliver specific supply chain elements of the Joint Business Plans with the Customer.
- Providing operational guidance and support to ensure an efficient order cycle is maintained - including capturing, processing, and fulfilling all orders and deliveries within our trade terms guidelines. Resolve escalated operational issues internally and with Customer; anticipate and prevent future problems.
- Report and analyze Key Performance Indicators, implementing continuous improvement activities around these. Support Category Demand Planners in category review of volume variances, through formal root cause major variances and agree preventive actions.
- Be the main contact point for the Customer Development Director(s) for operational customer service issues.
- Management and development of the team providing support and structure for individual and team development.
Key Stakeholders:
- Internal: Customer Directors, Planning Managers, Logistics Manager; other Customer Service Managers, Customer Service Development Manager, Customer Business Managers and Customer Account Managers
- External: Customers
Travel:
10% of the time for travelling.
Essential Experience/Skill/Knowledge:
- Bachelor’s Degree in Business, Supply Chain or equivalent.
- Minimum 6 years working experiences customer facing supply chain environment.
- Other Supply Chain experience in Planning or Category Logistics.
- Other business experience in Customer Development.
Desirable Experience/Skill/Knowledge:
- Track record of building and leveraging relationships.
- Market and Customer orientation.
- Think opportunity, simplification, and harmonization.
- Think integrated Supply Chain process.
- Analytical thinking.
How to Apply:
Please apply online and add your updated resume. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application if shortlisted.
About Unilever:
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas, and disrupt processes: use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, many Malaysian households use our products to feel good, look good and get more out of life-giving us a unique opportunity to build a brighter future.
Every individual here can bring their purpose to life through their work. Join us and you will be surrounded by inspiring leaders and supportive peers. Among them, you will channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we will work to help you become a better you.
