Asst Manager – Customer service for SDL group & Rest of South Asia

ABOUT UI: Unilever International is Unilever’s fastest growing and entrepreneurial business with Euro 1.4 billion in turnover. UI’s purpose is to serve the underserved – markets, consumers, channels, brands, working in close partnership with Unilever’s Business Units (BU) and Business Groups (BG). As Unilever’s growth engine, we establish global white space businesses in key channels such as Health & Beauty, Discounters, E-Commerce and alternate channels such as travel retail, marketing to institutional partners like the United Nations, and seeding Unilever brands to overseas diaspora who crave for a taste of their familiar home brands.

We have our Global Hub in Singapore which leads strategy, marketing thinking, seeding plans, and alignment with the global categories and supply chain with 9 regional hubs across the globe.

JOB TITLE: Asst Manager – Customer service for SDL group & Rest of South Asia

LOCATION: Mumbai, India

JOB PURPOSE

This role will manage customer service/relationship for SDL group, the largest customer for Unilever International in addition to managing E2E Supply Chain for UI Markets of Bangladesh and Srilanka

Customer Service

• Manage complete Order to delivery cycle for SDL business
• Lead supply chain customer service operations with a focus on increasing customer satisfaction and strengthen collaboration with customer supply chain team.
• Manage order service levels KPIs
• Track secondary sales and market inventory closely with BDMs and Distributors
• Highlight/ Red flag to SU on Supply plan gaps, shipping document delays which can impact order/delivery service level KPI’s.
• Accountable for resolving issues like Supply delays, document errors and shortage/damage claims.
• MIS Reporting on monthly and quarterly view of Open orders, Supply plan, Sales, Ambition and Supply Chain Service rate
• Oversee that there is no error in shipping documents, as per agreed CSI (Customer Shipping Information)
• Liaise with Sales, Marketing, CD Ops to drive monthly Demand review and weekly DSR meeting with focus on improving SR, FA and FB
• Coordinate with UI Logistics & Global Freight procurement team for New Lanes creation.
• Resolve any issues with the shipping lines while shipment clearance at the port, ensuring No Demurrage and Detention

E2E Supply Chain for ROSA (Rest of South Asia)

• Monitor plan compliance of the manufacturing facilities and work collaboratively with the factory to ensure 100% compliance levels.
• Responsible to deliver Service rate target for ROSA cluster along with supply chain team.
• Monitoring of Import Shipments and ensure on time delivery of documents to customers.
• Ensure the Supply Plan compilation to Customer on a weekly basis
• Responsible for monthly DSR analysis, which includes factory capacity planning.
• Business partner finance/procurement to drive Transfer Price optimization by driving right forecast, information across ROSA

KEY REQUIREMENTS:

• MBA /Engineering Graduate with 7-9 years of experience in Supply Chain Operations
• Person should be business focussed and enable sales growth.
• Excellent written and oral communication skill.
• Proficiency to communicate effectively across various cultural backgrounds & functional areas. Strong cross-functional & Stakeholder management
• Excellent in MS Excel, Power bi, Word & Power point