Order to Cash (O2C) Customer Collaboration Specialist, Lipton at Unilever Nigeria Plc

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!

We are recruiting to fill the position below:

Job Title: Order to Cash (O2C) Customer Collaboration Specialist, Lipton

Job ID: R-55018
Location: Lagos
Category: Supply Chain

Your Role

• This permanent role will be part of a team of Customer Collaboration Specialists who report to the [Market] Customer Collaboration Supervisor and support them by conducting services relating to Customer Services.
• This will require working closely with global O2C, Go to Market and Supply Chain to meet Customer Services KPIs and financial targets.

Your Key Tasks

• Act as a key point of contact and proactively manage and maintain customer relationships
• Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve
• Service optimisation through working with customers to maximise stock on orders and minimise obsoletes​
• Manage key supply chain issues between customer and ekaterra
• Manage claim cycle end-to-end, including following up overdue responses and root cause analysis
• Provide planning and sales team with insight from detailed understanding of customer systems and processes
• Communicate information to the customer about relevant upcoming ekaterra activities
• Project activities with the customer to improve ekaterra service or delivery efficiency
• Report, analyse and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation
• Maintain customer satisfaction levels
• Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
• Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand
• Handle major variances to customer ordering pattern, such as depot or store openings and network changes
• Support total customer service team and maintain operational cover in times of absence or other priorities

Skills and Experience

• Bachelor’s Degree in Sciences or Business (preferably Supply Chain and/or Logistics)
• At least 3 years business experience preferably in Customer Service process
• Familiar with SAP functionalities (with preference for SAP S/4HANA)
• Good verbal and written communication skills
• Action orientated to deliver results under time pressure
• High analytical skills
• Proven track record on improvement performance
• Service oriented attitude
• Able to adapt to changes quickly
• Languages required by [Market] [TBC].

Application Closing Date
Not Specified.