Job Description

Job Main Scope: You will be responsible for managing the end-to-end customer service operations, ensuring exceptional service levels, and fostering strong relationships with our customers. You will collaborate closely with cross-functional teams to meet customer demands and resolve any service-related issues. Your role will involve optimizing order management processes, monitoring order fulfillment, and ensuring on-time delivery. Additionally, you will analyze customer service metrics, identify areas for improvement, and implement strategies to enhance customer satisfaction Job Responsibilities: + Monitor customer experience organization, processes and metrices. + Lead #1 Supplier of choice program + Proactively identify and resolve potential risks on customer results and satisfaction scores and take corrective actions with cross functional team and partners. + Monitor customer results, receive direct customer feedback and concerns to ensure right course corrections are made. + Customer connectivity strategy evolvement and execution. + Define key priorities and agenda to ensure continuous improvement plans in services and cost. + Ensure operational excellence for sustainable service improvement. + Design and lead digitalization agenda to support customer connectivity and operational effectiveness. + Establish customer centric performance management culture. + Optimize order management processes, monitor order fulfillment, and ensure on-time delivery. + Analyze customer service metrics and implement strategies to improve service levels and enhance customer satisfaction. + Collaborate with sales and logistics teams to forecast demand, manage inventory levels, and optimize the supply chain to meet customer requirements. + Proactively identify areas for process improvement and implement initiatives to enhance efficiency and effectiveness. + Stay updated on industry trends, customer expectations, and best practices in customer service and supply chain management. + Monitor and report (KPIs) related to customer service, order fulfillment, and customer satisfaction. + Ensure compliance with company policies, procedures, and regulatory requirements. Job Experiences & Qualifications required: + 7+ years of experience in customer service management or related roles within a supply chain or logistics environment. + Strong knowledge of customer service operations, order management, and supply chain processes. + Excellent communication and interpersonal skills. + Strong analytical and problem-solving abilities, with a focus on continuous improvement. + Strong leadership capabilities. + Internal and external stakeholder management + Knowledge of supply chain management principles and practices. + Familiarity with relevant regulations and compliance requirements. + Ability to lead change/transformation with positive impact. 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 bring ing 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. Job Category: Supply Chain Job Type: MCO Customer Service Mgr Industry: Unilever_Experienced_Professionals