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!
Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world.
If you are dedicated to ensuring customer satisfaction through proactive communication and collaboration, from order to delivery, then this role is perfect for you!
What Will Your Main Responsibilities Be
Improvement in long term customer experience metrics (Dispatch Rate, Ontime, CCFOT, Overdue payments, Claims Completion Times, etc)
Understanding the needs of customers, be the voice of the customer internally
Developing customer relationships with key customer contacts
Centralize the relationship with customers in Nigeria for the Order to Cash process (orders, deliveries, returns, escalated claims, and escalated overdues) and solve any issues to achieve the objectives fixed in terms of service and receivables.
Be the face of Unilever to our customers Supply Chain operational and strategic matters.
Focus on “right first time” for the customer, which helps both the customer and Unilever with the cash collection cycle.
Take a higher-level view of all processes and system logic in place that are delivering the customer experience, and make interventions where needed to improve performance.
Optimizing of customer-related iOPS processes such as delivery routes, ordering behaviour (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal stakeholders.
Integrating new customers and channels into existing processes in close alignment with CD
Review and provide information about the situation of their orders, delivery and invoice data
Coordinate master data requests (like new customer account creation, change of address, etc.) from customer and CD
Liaise with the logistics team or 3rd Party Logistics Provider for urgent delivery issues.
Act if needed in case of price discrepancies (get in contact with CD, Customer, Marketing)
Represent Customer Service and the Customer at CD meetings.
Develop proactive engagement with partners and provide clear instructions and updates
Be able to perform and utilise Excel to its maximum to process and order large amounts of data efficiently and with integrity.
Ability to analyze data, and performance metrics, to make informed decisions and optimize efficiency in processes.
What You Need To Succeed
Experiences & Qualifications
University Degree, Supply chain (APICS etc) qualification is an added advantage.
2-5 Years in Supply Chain operations
Experience in managing customer relationship.
Exposure to Order to Cash, procure to pay cycle
Master of Business Administration; Logistics Degree is an added advantage
Special studies in Supply Chain related subjects
FMCG experience
Experience of SAP accounting package an advantage but not essential.
Customer service experience is preferable, however not essential if a candidate can exhibit strong competencies.
Key Interfaces:
Customer
CD team
Logistics team
Credit control
Order management team
Finance (CD/SC/Marketing)
Marketing team
External:
Regional and local 3PL
Skills:
Business Acumen
Strong IT skills are essential
Ability to learn new systems quickly
Intermediate ability in Excel
Team player with good stakeholder management skills.
Good analytical skills
Interpret complex information and come to rational findings
Self-Mastery: Strong verbal and written communication skills
Ability to prioritize effectively, meet deadlines
Adapt to changing priorities in a fast-paced manufacturing environment
Leadership:
You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.
Critical SOL (Standards of Leadership) Behaviors:
Talent Catalyst: Inspire people to grow with support and honesty.
Personal Mastery: Sets high standards for themselves. Actively builds own wellbeing and resilience.
Agility: Explores the world around them, continually learning and developing their skills. Comfortable working in conditions of ambiguity and learning through change.
Consumer & Customer Love: Whatever their role, always seek to delight our consumers, and partners, our customers better than anyone else.
Passion For High Performance: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
Purposeful Impact: Care deeply about delivering positive impact for the business, people and planet.