Customer Service Excellence & Safety & Health Officer

Job description

MAIN JOB PURPOSE:
Lead the Customer Service Team (O2C +Distribution) across all the country's categories for their account group or channel. Coordinates the overall implementation and maintenance of the SHE management system and promotes continuous improvement practices which reduce the business SHE risk. Provide leadership at country level and development for the Customer Service team. Accountable for the delivery of Customer Service Excellence.

The CSE officer will also manage the Warehouse & Distribution Supplier:
- With the 3rd Party Warehouse 3P and Transporter on day to day warehousing, inbound and outbound transportation and co-packing operations in the warehouse.
- Ensure the delivery of high CCFOT
- Responsible for the efficient and accurate handling and delivery of customer orders.
- Ensure the delivery of high CCFOT at optimal costs and ensure quality, environment safety and health standards are met as per the Unilever guidelines

Has a full accountability for the order cycle and the implementation of customer service offerings as agreed in the Customer Business Plan. Support the Supply Chain Manager in developing strong working relationships with CSE stakeholders' contacts

JOB SUMMARY:
· Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc.) to develop opportunities for reduced cost to serve, or improved service, forecast bias or on-shelf availability.
· 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.
· 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
· Be the main contact point for the Customer Development Manager for customer service issues.
· Build strong relationships with the Planning Officers to maintain a category perspective.
· Ensure timely delivery of CSE metrics and issues summary to the Supply Chain Manager.

Accountabilities:

· Delivery of Customer Service, Supply Chain Innovation Priorities, Customer Profitability, Forecast Accuracy and On-shelf availability for their customers
· Manage 3PL for warehousing and transportation
· Delivery of Supply Chain elements of Joint Scorecards with their Customers (service, efficiency, OSA)
· Ensure, through liaison with the Category Planning Officers, that the Customer Replenishment Specialists insight into customer specific requirements are built into the ERP, and supply/delivery issues are understood up the supply chain from the customer's perspective.
· customer satisfaction measured by Customer survey
· Ensure alignment of Logistic Efficiency and Payment terms to reality, driving for mutual benefit wherever possible.
· Resolution of any Customer Service issues with support of Customer Service Executives.
· Maintain up-to-date Customer /country fact-book
· maintain up-to-date and accurate master data for customer ship-to and sold-to data plus relevant EDI mechanisms
· Joint CS Scorecard with Customer (including plan for corrective actions internally and with Customer)
· Clearly defined service standards for Customer (CSE Minimum Mandatory Standards)
· Deputise for Supply Chain Manager on Regional Customer Service Excellence forums.
· Accountabilities for Managing 3PL for Warehousing and Transportation and oversee Order to Cash
· Manage the day to day deliver operations to achieve high levels of Customer Service at optimal costs
· Ensure distribution of products on time and in full within the required conditions Dispatch rate of higher than 95%
· Drive CCFOT (Customer Case Fill on Time); Working Capital (Stock) reduction and CEPs (Cost Effectiveness Programs)
· Build and Sustain collaborative/ productive relationship with Unilever Customers; 3PLs to drive service levels, costs, efficiencies, process simplification and loss reduction from CCFOT analysis
· Determine and optimize the warehouse and transport capacity with 3PL's
· Ensure all operations in Warehouse and Distribution are within the agreed SHEQ and food safety guidelines; lead the TPM activities in the warehouse
· Conduct periodic stock count and reconcile physical, 3PL and UL system stocks to ensure stock accuracy
· Monitor and organize FIFO applications in the warehouse operations
· Organize collection of pallets from customers and ensure pallet supply is as per production plan
· Assign reason codes for stock returns and rejections at the time of receiving goods returns
· Coordinate shipment of finished goods from the factories to the warehouse
· Ensure that site contingency plan is live and maintained
· Manage all government / local relations in regard to the site operations
· Manage the effective processing of supplier invoices and payments to 3PLs; customer claims
· Ensure appropriate stock provisions are made in books for SLOB's. Ensure timely initiation of disposals to minimize losses
· Responsible for ensuring transportation and warehousing cost budgets are within the set limits
· Implement HR procedures and policies
· Logistics KPI reporting

KEY REQUIREMENTS:
· Completed University Degree, Supply Chain/ Business Administration/ Logistics and APICS will be an advantage
· Experience in FMCG Supply Chain (Planning, Customer Service, Logistics)
· Experience on SAP ERP, APO
· 3-5 Years in Supply Chain operations
· Experience in managing 3PLs
· Planning experience
· Exposure to Order to Cash, Procure to pay cycle
· Drives and facilitate the implementation of the SHE systems in line with:
· System standards (ISO/FWS);
· Corporate standards and guidelines; Legislative requirements and Business process requirements.
· Introduces, sells and champions SHE best practices, and customises to suit business needs
· Coordinates, monitors and audits all SHE activities related to the business and ensures all business SHE activities meet Unilever and legislative requirements. Identify opportunities for continuous improvement
· Budgeting and Planning
· Commercial Acumen
· People Management
· Market and Customer orientation
· Market and Customer orientation
· Business orientation
· Think opportunity, simplification and harmonization
· Think integrated Supply Chain process
· Proven people development skills including managing Officers
· Analytical thinking
· Creativity People management