Customer Service Excellence Lead Unilever, 7 May 2020

Filed in Thursday by on May 7, 2020 0 Comments

Global jobs

Customer Service Excellence Lead (Job Number: 200002F9)


Manage the Customer Service Team across all the categories for their account group or channel. Provide leadership and development for the Customer Service personnel within the “Customer Care Team” – account focused team of CD/SC/Finance – and as such will form a virtual part of the CD. Accountable for the delivery of Customer Service Excellence and Supply Chain Innovation for the customers in that account group. Accountable for the order cycle and implementation of customer service offerings as agreed in the Customer Business Plan. Support the Customer Service Director or the SC Director in developing strong working relationships with Senior Customer contacts.


  • 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 (OSA)
  • Deliver Customer Service, Supply Chain Innovation Priorities, Customer Profitability, Forecast Accuracy and On-shelf availability for their customers and responsible for customer satisfaction
  • Deliver Supply Chain elements of Joint Scorecards with their Customers (service, efficiency, OSA) and resolution of any Customer Service issues with support of Customer Service Executives
  • Ensure, through liaison with the Planning Managers, that the Customer Replenishment Specialists insight into customer specific requirements are built into the ERP, and supply/delivery issues are understood by supply chain from the customer’s perspective
  • Work with the Customer Supply Chain Innovation Manager (CSCIM) (if applicable) to ensure the account focused team deliver against the Supply Chain and specific customer account team-work plan
  • Provide 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
  • Ensure alignment of Logistics Efficiency and Payment terms to reality, driving for mutual benefit wherever possible
  • Build strong relationships with the Planning Managers to maintain a category perspective, including Relationship Management of Senior Customer’s Supply Chain team
  • Maintain up-to-date and accurate master data for customer ship-to and sold-to data plus relevant EDI mechanisms, trade terms, including up-to-date Customer fact-book
  • Ensure timely delivery of account metrics and issues summary to the Customer Service Director or the Supply Chain Director
  • Implement procedures and policies 


  • Relevant degree ideally with Supply Chain components or Supply Chain diploma
  • 3-5 years Customer Management experience both local and export markets is Supply Chain within FMCG/ Manufacturing
  • Proven track record of leveraging big customer relationships
  • Proficient leadership and management experience of a team
  • Excellent English written and verbal communication skills is essential

CLOSING DATE: Tuesday, 19 May 2020

Click here to apply

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