Assistant Customer Service Manager - UI Arabia

JOB TITLE: Assistant Customer Service Manager - UI Arabia
JOB LOCATION: Dubai, UAE
ABOUT UI: Unilever International is Unilever's fastest growing and
entrepreneurial business, EUR ‎1.2 billion in turnover. UI's purpose is to
serve the underserved - markets, consumers, channels, brands, working in close
partnership with Unilever's Business Units (BU) and Business Groups (BG). UI
is based in Singapore and has a global remit.
KEY RESPONSIBILITIES:
Business partnering:
* Business partner Arabia business team and be the first point of contact for all supply chain issues for Arabia Business Unit.
* Conduct and lead demand review for the respective businesses to understand key demand drivers and ensure a rolling ‎18-month forecast is submitted in line with business growth plans.
* Work with business teams and customers to improve forecast accuracy and bias for Arabia Business Unit.
* Work with BG planning teams to ensure there is enough capacity to support business growth plans and advise on resilience sourcing to customers basis DSR & LTCP discussions with BG teams.
* Lead the service, cash, cost, and quality agenda for the respective businesses including designing the right network design to deliver consistent service and optimizing the overall system cost.
Customer Service Strategy:
* Defining service/fulfilment strategy for respective customers based on differentiated needs of each customer.
* Work with UI supply planning teams to ensure stock availability in line with the defined service strategy.
* Customer Service Operations (Order to Deliver): Work with Capgemini (off-shore service provider) to ensure all back-end processes in 'Order to Deliver' are managed seamlessly to deliver a superior customer experience (Order Capture and Processing, Order Delivery, Invoicing, Documentation sharing on time, Master Data Management)
* Ensure accuracy in order processing, invoicing and Shipping documents.
* Be the first point of contact for all customers for supply chain related issues and ensure timely resolution.
* Provide inputs to planning team for customer and order prioritization in case of constrained supplies.
* Handle exceptional orders and less than lead time orders as per the strategic needs of the business.
* Review and process all Supply Chain related claims (damages, demurrage/detention, returns, refusals, etc.). Lead investigation to understand root causes and develop corrective action plans.
Performance Management:
* Drive the Service, Cash & Cost Agenda for the business:
* Service level measurement and improvement through better understanding of losses.
* Implement Service loss tree and drive action planning to mitigate losses in the future.
* Drive savings for the business through better distribution network design, reducing business waste due to demurrages/detentions/documentation delay and low loadability.
Capability Building:
* Embrace all Go-to-Market digital initiatives like Salesforce and ensure roll out of the relevant platforms to respective business units and customers.
* Design and drive a 'Customer Connect Program' to improve customer experience and satisfaction.
KEY REQUIREMENTS:
* ‎5+ years of experience in Customer Service/ Demand planning/Logistics
* Bachelor's degree in engineering or supply chain.
* FMCG experience and candidates with cross border supply chain and logistics experience are preferred.
* Candidates with APICS certification or any logistics certification is preferred.
* Strong interpersonal skills Strong analytical skills and rigor to drive continuous improvement actions to run robust Supply Chain processes.
* Consumer and Customer Focus
Unilever is an organisation committed to equity, inclusion and diversity to
drive our business results and create a better future, every day, for our
diverse employees, global consumers, partners, and communities. We believe a
diverse workforce allows us to match our growth ambitions and drive inclusion
across the business. At Unilever we are interested in every individual
bringing their 'Whole Self' to work and this includes you! Thus if you require
any support or access requirements, we encourage you to advise us at the time
of your application so that we can support you through your recruitment
journey.