Customer Care Contact

Job description

Job Title: Customer Care Contact
Salary: £25,600 per annum plus benefits
Location: Leeds

Background:

Unilever's mission is to add vitality to life. We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life. 150 million times a day, someone somewhere chooses a Unilever product.
Unilever Leeds is the largest Deodorants Sourcing Unit in the world and sole Unilever supplier of aerosols for 45 European and Cross Regional Sourcing markets (XRS).
The SU Logistics Team co-ordinate the sourcing of materials, the manufacture of finished goods and the delivery of the goods to our internal customers, Marketing and Sales Organisation, MSO's, as well as holding responsibility for the material and finished goods inventory and the delivery of new innovations into the market place

Main Job Purpose:

This is a demanding role which involves extensive interaction with a large number of different departments within the organisation on a daily basis. As the single point of contact for all of the 40 European and Cross Regional Souring customers, the Customer Care team has overall responsibility for ensuring excellent customer service and the on time delivery of finished goods from the Leeds SU. This is for both in house production from the Leeds SU and also for specific Contract Operations packs. The key deliverables for the role are to deliver customer service improvements in line with the customer and supplier strategic plan, to develop excellent working relationships with the MSO's and to provide an immediate point of contact for them.

Operational Responsibilities:

This role is intended to be made up of operational tasks as well as improvement activities and personal development.

1. Critical Stock Management
Following the Internal Vendor Managed Inventory, IVMI, weekly process the customer contact will update the markets each Thursday on their critical stock situation via the Risk Report. Prioritising the response from the markets and feeding into both daily and weekly planning meetings this will be communicated to the planning teams. The Customer Contact will conduct daily communication between the MSO and SU if any additional packs become Out of Stock or critical due to unpredictable circumstances.

2. Day to Day Customer Queries
Handling all customer queries to the Leeds SU, the Customer Contact will work with different departments on site to resolve service issues and ensure speedy response to the MSO. This is a busy part of the role with hands on responsibility for dealing with operations planning issues, transportation and despatch issues and supply planning queries

3. Short-term Promotions and Market Initiatives
Working with the MSO's to deliver promotional volumes at short notice and advising where there are SU capacity constraints. The Customer Service Contact must have a good understanding of each MSO's individual promotional needs e.g. type of promotional activity, market conditions. It is the Customer Service Contact's responsibility to decide if this is possible and if so ensure this is delivered on time.

4. NPD Launches and Obsolete Management
Working with the HPCE Deodorant Category and MSO's to deliver launch volumes on new packs and minimise write-offs using the obsolete management process. Customer Service Contacts must have a good working knowledge of both the APO Planning tool and S1P systems.

5. Customer Service Plans (ICSS Action Plans)
Each MSO will have an ICSS program in which both the Customer Service Contact and the MSO Contact will be responsible for updating on a regular basis to ensure needs and expectations are met and that any issues are resolved quickly and openly.

Key Accountabilities:

Service – Ensure world class customer service from the Leeds SU.

Key Interfaces:

The role is heavily dependant on collaborative work, primarily with the European customers and within the three SU Logistics teams (i.e. Customer Care, Operations Planning, Supply Planning (Leeds and Katowice based), Inventory Analyst, NPD Leader and the XRS Team). Involvement will also be needed with the following teams:-
• Category Logistics (Leeds based)
• Supply Chain Development (Leeds based)
• SU Innovation (Leeds and XRS based)
• Category Contract Operations Team (Katowice based)
• SU Quality Team (Leeds based)
• Export Warehouse Team (Leeds based)
• Development Technology Unit (DTU) (Leeds based)

Ongoing Improvements:

1. Individual Focussed Improvement Activities with MSO's
Using World Class Manufacturing (WCM) tools and techniques, identify top service losses with each MSO's and agree joint root cause analysis and improvement activities.

2. Customer Service Visits
Managing an MSO/SU visit programme with all MSO's with a standard agenda and regular reviews. All top 5 customers are to visit or be visited at least once a year up to several times a year depending on the size of the market and specific business requirements.

3. Developing a Customer Service Culture
Raising customer awareness within the SU and with external parties through regular communication.

4. Defining SU Capabilities and Customer Requirements with Category
Develop an understanding for specific market requirements in terms of customisation, Minimum Order Quantities, MOQ's, etc. Work with the Deodorants Category to implement improvements where possible in line with complexity reduction initiatives.

5. Individual Focussed Improvements in Stock Management e.g. deployment
Using WCM tools and techniques, identify oversupplied in the market place and assist in the redeploying of these stocks

Additional Responsibilities:

The role also includes providing cover for other Customer Contacts and the Despatch Planner role during holidays and absence. It may also include deputising for the Customer Service Manager.

Required Leadership Behaviours

• Accountability & Responsibility
• Consumer and Customer Focus
• Bias for Action
• Building Talent & Teams

COMPANY OVERVIEW

Unilever is a global Fast-Moving Consumer Goods company in the UK and Ireland. We are already on target to achieve our huge ambition to double the size of our business globally whilst reducing our environmental impact. We are growing our business and also doing what is right for our consumers, community and environment. We are developing brands for people's lives today and for the changing environment tomorrow - making sustainable living commonplace.
Working at Unilever means that you get to take part in this exciting journey and work with amazing people who are really passionate about our large portfolio of famous brands. We want to improve billions of lives and you too can join us in making a sustainable difference.

HOW TO APPLY

Hear stories from our Unilever Makers and understand how you can start your own Unilever career at: http://www.unilever.co.uk/careers-jobs/professionals/ .

Or to apply now, click on “Apply to this job”. All candidate applications are reviewed in accordance with the criteria outlined for the job role. Please note that the closing date for the receipt of applications is 08/01/2016

Candidates who have applied online can track their application through the candidate tracking link or, if you have any additional queries, you may contact the Recruitment hotline number on 0800 0284390.