Customer Facing Specialist: E-commerce

7 months ago

Durban, South Africa Unilever Full time

**Customer Experience Team: Customer Facing Specialist - Electronic **Commerce**

**MAIN JOB **PURPOSE**:
**JOB **SUMMARY**:

- The CF specialist duties will include providing a view of stock availability at the customer DC.
- They will provide insight on stock levels at DC, plus changes to distribution or buy-in phasing to help with interpretation of buy-in patterns and decision making during short stock situations. Where customer activity plans are seen to be out of line with Unilever expectations, they will inform the NAM / CD team, and where actual buy-in is very different to plan.
- Assist in driving OLA and OSA through interactions with customer teams.
- Building close relationships with customer contacts.
- Day to day contact and relationship with customer supply chain controllers.
- Support NAM in short term planning meeting with customer buyer and supply chain.
- Seek to minimise impact on service of shortages and drive efficiencies.
- Report and analyse Key Performance Indicators, implementing continuous improvement activities around these.
- Support rest of customer service team to maintain operational cover in times of absence or other priorities
- Improve Unilever dispatch rate (DR) through fill rate optimization.
- Maintaining optimal customer in-stock and inventory levels.

**TASKS**:

- Reporting of service, inventory and project updates.
- Communicate late deliveries to relevant DC teams and Buyer, plus mitigation actions.
- Manage TAT of vehicles at customer and PODs are completed timeously.
- Assisting with DC related issues i.e. queries, short deliveries, inventory held items, backdoor including if items are not scanning at receiving or ti hi not aligned, resolve with inventory and buyers to align master data, if PO is closed when vehicle arrives, get buyers to place po for receiving purposes only, damaged goods
- Keeping track on innovations, listings and DC orders.
- Arranging uplift with Supplier for product recall, stock with quality issues and damages.
- Capturing SHEQ’s
- Follow up on bookings and deliveries.
- Work with Cap Gemini with order fulfillment.
- Follow up on Transport for collection of uplift
- Backhaul coordination and arrangement if applicable.
- Daily calls from REP’s on SOH, customer codes, innovations, orders.
- Buyers request on tradeshow orders or other customer specific activities
- NAM/ KAM request on OM info, dates, reports for tallies.
- Weekly service reporting, including PSAT.
- Assist buyers to change status of products if discontinued, deprioritized, do not order etc.
- Attend OM meeting, prepare prior to meeting, sales tracking, provide commentary and carry out actions from minutes if applicable.
- NAM/buyer meetings: provide supply chain update and support with promo planning or monthly volume planning, timings, confirm number of trucks for tally and claim approvals if needed
- Analyze power BI reports to discuss with NAM team, order mgt, inventory and CCD eg sales tracker dashboards
- Assist OMC with order dropping if orders do not confirm enough stock, align with buyers on which orders to prioritize or push out if needed
- Effective monitoring and managing of stock at DC on a daily basis.
- Working with the Transport team to manage Creeds regarding labour on site, including delays and normal operations
- Stock on hand report sharing with internal and ufs team if applicable.
- Provide latest stock on hand view from customer / insights /website for NAM or buyers when requested
- Maintain master data list with customer codes once listing is complete, also to update PSAT
- Assist OMC escalate PVR’s for quicker resolution
- Assist OMC escalate allocation approvals from CCD if not given on time
- Run sales report for NAM team twice a week or when requested
- Assist NAM team with claims, quantity verification on PO’s are needed for them to approve
- Customer Specific reporting/letters
- Customer Specific scorecards: EOTT compliancy, stock yes/no indicator to commercial, order vs confirmed to receiving planner,
- Cycle reports: check master data is aligned on new innovations, case configurations, barcodes etc
- SLA meetings with receiving teams, biannual. Feedback on time, order file and turnaround times etc
- Tend to adhoc queries from customer and Unilever
- Support team as back-up when required

**Qualification**:

- Degree in Supply Chain / Logistics. Alternatively, an NQF level equivalent qualification
- >6 Years’ experience in SC, Customer Service
- Experience in the Call Center will be beneficial

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