Customer Service Asst. Manager - Unilever International Singapore

Join us as Customer Service Asst. Manager - Unilever International Singapore

• Location: Unilever Campus, Singapore

• Terms & Conditions: Full-time role

About Unilever

Unilever International is one of the fastest growing businesses within Unilever with annual TO of ~Euro 1.45bn and there are strong plans in place to reach Euro 2bn in the next 2-3yrs. Business is structured into different Business Groups and Business Units and this role in particular would lead customer service for Singapore market for UI which is a Euro 78M business currently with strong plans to double the business over the next few yrs.

Key Job Scope includes:

• Business partnering

• Business Integration

• Customer Service Operations (Order to Deliver)

• Defining the Customer Service Strategy

• Performance Management

• Capability Building
  

The scope of the role includes customers invoiced out of both UAPL and USPL business in Singapore.

Key Accountabilities:

Business partnering:

• Business partner UI Singapore sales team and be the first point of contact for all customer service-related issues for the business.
  

Business Integration:

• Integrating the USPL and UAPL Singapore go to market operations into one combined operation to drive synergies and efficiency in operations.

• Master data synchronization between the two entities

• Harmonizing customer service ways of working and supporting planning and logistics team in the transition.

• Map out E2E cost to ascertain the best/lowest cost servicing model for the Singapore market

• Ensure minimal business loss during transition by working collaboratively with different stakeholders.
  

Customer Service Operations (Order to Deliver):

• Work with Capgemini (offshore service provider) to ensure all back-end processes in ‘Order to Deliver’ are managed seamlessly to deliver a superior customer experience.

• Order Capture and Processing

• Order Delivery

• Invoicing

• Documentation sharing on time

• Master Data Management

• Ensure accuracy in order processing and invoicing.

• Be the first point of contact for all customers for supply chain related issues and ensure timely resolution.

• On-boarding of new customers wrt supply chain related processes.

• Handle exceptional orders and less than lead time orders as per the strategic needs of the business.

• Review and process all Supply Chain related claims (damages, demurrage/detention, returns, refusals, etc.). Lead investigation to understand root causes and develop corrective action plans.
  

Customer Service Strategy:

• Defining service/fulfilment strategy for all customers (MTF vs. MTO) based on differentiated needs of each customer.

• Work with planning team to ensure stock availability in line with the defined service strategy.
  

Performance Management:

• Drive the Service, Cash & Cost Agenda for the business:

• Service level measurement and improvement through better understanding of losses.

• Implement service loss tree and drive action planning to mitigate losses in the future.

• Drive savings for the business through better distribution network design and reducing business waste due to demurrages, detentions and obsoletes.
  

Capability Building:

• Embrace all Go to Market digital initiatives like Salesforce and ensure roll out of the relevant platforms to respective business units and customers.

• Drive ‘Customer Connect Program’ to improve customer experience and satisfaction.
  

Professional Skills:

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ESSENTIAL

• Bachelor’s degree in engineering or supply chain.

• Candidates with customer service experience
  

PREFERRED

• Candidates with APICS certification.
  

Experience Required: 

• 4-5 yrs experience in Supply Chain out of which at least 2 to 3 yrs in customer service

• Strong Interpersonal 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.