Assistant Customer Services Manager – B&W

Unilever is currently hiring for Assistant Customer Services Manager – B&W!

Function: Customer Operations - Planning

Work Level:  WL1

Reports to: DFM – B&W

Scope: Local

Location: Head office - Karachi

Terms & Conditions: Local Terms

ABOUT UNILEVER

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

JOB PURPOSE

The role will have the prime responsibility to ensure the weekly & Daily Service Levels of the category. The key day to day operations will include order management & partnering with the supply chain functions for securing end to end timely delivery against the orders. Along with this, business waste reduction for FG also comes in ambit of ACSM where key stakeholders are brands & trade marketing to capitalize the liquidation opportunity on ground.  

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Cultivate a collaborative atmosphere with Unilever regional sales teams and Modern Trade customers, fostering relationships to drive improvements in service levels, cost efficiencies, and loss reduction.
• Customize order shortage communications to exceed customer expectations and relay feedback to demand planners as part of Sales and Operations Planning (S&OP) input.
• Provide transparency on the overall supply situation, identifying and communicating supply risks to support the Business Planning process.
• Work closely with Supply Planning, distribution planning teams, Logistics, and Warehouse teams to ensure the availability of Finished Goods (FGs) and promised capacities, facilitating timely product dispatch to customers.
• Implement supply chain initiatives by collaborating with key contacts at the customer level to enhance efficiency and effectiveness.
• Working with Customer Development, Customer Replenishment Specialists, Customer Availability Specialists, and Stock Management to ensure external messages are simple, clear, and consistent. 
• Ensure prompt and professional feedback to all ad-hoc Cat CD queries, working with internal stakeholders to source information as required 
• Manage the relationship with Unilever regional sales team & Distributors to ensure a collaborative atmosphere required to drive improvement processes related to service levels, cost efficiencies and loss reduction 
• Tailoring order shortage communications to meet / exceed customers’ expected level of communication while flowing back the feedback to demand planners as SnOP input. 
• Deliver transparency of the overall Supply situation and highlight any Supply Risks to support the Business Planning process  
• Manage closely with Supply Planning & distribution planning teams for the availability of FGs and Promised capacities 
• Manage closely with Logistics and W/H teams the availability of FGs and services to ensure timely Product dispatch to customers 
• Ensure Distribution Requirement Planning for FG and manage the day-to-day operation for planning and ordering Finished Goods 
• Support the S&OP process by driving a structured Demand and Supply Reconciliation Process 
• Ensure Customer Service KPIs are embedded in all ways of working in terms of OT, process efficiency measures, business waste reduction (Service, efficiency, cost) 
• Ensure Stocks are within the Norm and manage DOH while maintaining the required Service levels. 
• Ensure business waste target is met and SLOB stock remains within limit.
• Provide latest view (week’s delivery) against week’s order to category stakeholders. 
• Prepare and propose monthly provision for finished goods stocks of respective categories after aligning all stake-holders 
• Implementing supply chain initiatives with key contacts at the customer. 

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

• Bachelors/Masters degree in Engineering or Supply Chain.
• 3+ years experience in Supply Chain in FMCG.
• Proven track record of analytical thinking, stakeholder management and team management.  

Skills

• Stakeholder management 
• Conflict Resolution 
• Communication Skills 
• Ability to work together with cross functional teams 
• Power BI  

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
  • 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.
  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  • AGILITY: Explores the world around them, continually learning and developing their skills.

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.